Internal service quality affects salespersons' performance and turnover intention: Mediating role of job involvement

Abstract

We investigated the relationship between salespersons' internal service quality and turnover intention through the mediators of their job involvement and sales performance. To that end, we distributed surveys to salespersons in Korea and used structural equation modeling to examine the hypotheses. The results of this study were as follows: First, internal service quality had a significant and direct impact on salespersons' job involvement and sales performance, and also their turnover intention. Second, job involvement mediated the relationship between internal service quality and turnover intention. Third, internal service quality had a significant indirect effect on sales performance through the mediator of job involvement. Fourth, in a 2-stage mediation model internal service quality had a significant indirect relationship with turnover intention through the mediators of job involvement and then sales performance. Theoretical and practical implications are discussed for marketing management research.