Purpose This paper aims to explore the determinants of perceived internal service complexity in internal service … encounters. In this context, the nature of internal service complexity is considered, to identify its promoting and limiting … factors influencing internal service complexity, a broad literature review was conducted. Furthermore, to validate and verify …

service complexity. Moreover, the results indicate that self-efficacy is a mediator that explains how perceived employee …

standardisation. This study proposes that service complexity created by extensive ‘reasonable’ customer demand limits the ability to …