Over 20 years ago internal marketing was first proposed as a solution to the problem of
delivering consistently high service quality. However, despite the rapidly growing literature …

Customer satisfaction is a significant issue for most marketers. Previous research has
identified various factors that determine customer satisfaction in retail banking sector in …

Research in services has long recognized the need for managers to focus internally on
employees as well as externally on customers. This internal focus is the domain of internal …

Previous research indicates that the self‐image product image congruity (commonly known
as self‐image congruence) can affect consumers' product preferences and their purchase …

This paper investigates the relationship between internal customer orientation and market
orientation. It builds on the notion that organisational dynamics and managerial action in …

The paper proposes and empirically evaluates a new internal marketing (IM) implementation
model as a framework for implementing marketing strategies. The paper proposes the …

El compromiso organizacional ha sido objeto de estudio extenso debido a la importancia
que tiene para las empresas. En esta investigación se ha realizado un análisis de la …

Internal marketing has been discussed in the management and academic literature for more
than three decades, yet it remains ill defined and poorly operationalized. This article …

Purpose–The purposes of this paper are to examine whether internal market orientation
facilitates the development of external market capabilities, before influencing organizational …

By examining only dysfunctional conflict and ignoring functional conflict, empirical research
in marketing has presented only part of the story. This research offers the first systematic …