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Developing an Effective Internal Customer Service Ethos
16 references·0 citing·49 second hop
Developing an Effective Internal Customer Service Ethos (2003)Developing an Effective Internal Customer…Effective Consultation with the External Customer (2002)Effective Consultation with t…An empirical assessment of internal customer service (2001)An empirical assessment of in…A New Change Agenda for the Irish Public Service (2001)A New Change Agenda for the I…Measuring internal customer satisfaction (2000)Measuring internal customer s…Internal service recovery: developing a new construct (1999)Internal service recovery: de…Improving Public Services in Ireland: A Case Study Approach (1999)Improving Public Services in …Exploring internal customer service quality (1998)Exploring internal customer s…Employee Satisfaction, Customer Loyalty, and Financial Performance (1998)Employee Satisfaction, Custom…Market-focused HRM in service organizations: Satisfying internal and external customers (1996)Market-focused HRM in service…Internal services: classification and quality management (1995)Internal services: classifica…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Internal Customer Management and Service Gaps within the UK Manufacturing Sector (1994)Internal Customer Management …Broadening the market orientation: An added focus on internal customers (1991)Broadening the market orienta…Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Internal marketing and organi…Making internal services market driven (1989)Making internal services mark…Selling jobs in the service sector (1976)Selling jobs in the service s…Competitive advantage, creating and sustaining superior performance (1985)Competitive Advantage: Creating and Sustaining Superior Performance (1985)The Effect of a Market Orientation on Business Profitability (1990)Internationalizing the market orientation construct: an in-depth interview approach (1996)Export Marketing, Interfunctional Interactions, and Performance Consequences (2005)CRM to social CRM: the integration of new technologies into customer relationship management (2014)Motivation through the design of work: test of a theory (1976)Zero defections: quality comes to services. (1990)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks (2003)Antecedents and Consequences Of Frontline Service Employee Commitment to Service Quality (2008)The Effect of Management Commitment to Service Quality on Frontline Employees' Job Attitudes, Turnover Intentions and Service Recovery Performance in a New Public Management Context (2008)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2006)The influence of market heterogeneity on the relationship between a destination's image and tourists’ future behaviour (2006)Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research (2013)Research in Organizational Behavior (1984)THE PEOPLE MAKE THE PLACE (1987)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Advances in the internal marketing concept: definition, synthesis and extension (2000)Corporate citizenship as a marketing instrument ‐ Concepts, evidence and research directions (2001)Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees (2013)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A gap model of purchasing's internal service quality: Concept, case study and internal survey (2008)Factors That Influence Student's Level of Satisfaction With Regards To Higher Educational Facilities Services (2009)Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches (2010)A Generic Concept of Marketing (1972)Internal marketing: a review and some interdisciplinary research challenges (1995)Internal marketing and the mediating role of organisational competencies (2003)Internal-market orientation and its measurement (2005)Production-Line Approach to Service (2012)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Refinement and reassessment of the SERVQUAL scale. (1991)An evaluation of customer perception of FM service delivery (2004)Managing internal service quality in hotels: Determinants and implications (2021)Classifying Services to Gain Strategic Marketing Insights (1983)Towards a Classification of Service Processes (1992)Measurement of internal service quality: application of the SERVQUAL battery to internal service quality (2002)Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment (2010)Internal service quality as a driver of employee satisfaction, commitment and performance (2016)The Social Psychology of Organizations. (1979)Uma revisão dos modelos para medição da qualidade em serviços (2004)Implementing service excellence in higher education (2009)Service quality evaluation of car rental industry in China (2013)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)
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References

  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level635 cited
  • 1998Employee Satisfaction, Customer Loyalty, and Financial Performance616 cited
  • 1976Selling jobs in the service sector337 cited
  • 1999Internal service recovery: developing a new construct162 cited
  • 1991Broadening the market orientation: An added focus on internal customers137 cited
  • 1995Internal services: classification and quality management129 cited
  • 1998Exploring internal customer service quality112 cited
  • 2001An empirical assessment of internal customer service81 cited
  • 2000Measuring internal customer satisfaction60 cited
  • 1994Internal Customer Management and Service Gaps within the UK Manufacturing Sector57 cited
  • 1996Market-focused HRM in service organizations: Satisfying internal and external customers52 cited
  • 1989Making internal services market driven35 cited
  • 2001A New Change Agenda for the Irish Public Service16 cited
  • 1999Improving Public Services in Ireland: A Case Study Approach10 cited

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  • 2002Effective Consultation with the External Customer7 cited
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