Factors influencing internal service quality at international tourist hotels

The international tourist industry has experienced significant growth in recent years, and more and more hotels provide exquisite, high-quality and customized service that contributes to a hotel's image and competitiveness. The support and cooperation among hotel employees are key factors in improving service quality, but there is no research that applies the concept of internal service quality to hotel service. The goal of this research is to construct a model of the influences on the internal service quality, and finds that bureaucratic organizational culture and transformational leadership exert the greatest influence on the internal service quality.