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Customer satisfaction and the internal market

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
2000Marketing management: analysis. planning. implementation and control6,649 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications4,123 cited
2012The Practice of Management3,745 cited
1997Exploring corporate strategy3,103 cited
1979Quality Is Free: The Art of Making Quality Certain2,574 cited
1973Marketing Management: Analysis, Planning and Control2,439 cited
1992Marketing Services: Competing Through Quality2,178 cited
1993The Voice of the Customer1,969 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
1989Managing quality: the strategic and competitive edge1,087 cited
1985A passion for excellence579 cited

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1990

Market Driven Strategy: Processes for Creating Value

525 cited

Cited by

1996The Quality and Effectiveness of Marketing Strategy: Effects of Functional and Dysfunctional Conflict in lntraorganizational Relationships476 cited
2003A relationship‐mediated theory of internal marketing237 cited
2004When Customers Disappoint: A Model of Relational Internal Marketing and Customer Complaints216 cited
2008The notion of internal market orientation and employee job satisfaction: some preliminary evidence190 cited
2009The impact of internal and external market orientations on firm performance190 cited
2014Internal market orientation, market capabilities and learning orientation186 cited
2010Internal market orientation and market‐oriented behaviours155 cited
2003FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN151 cited
1998Customer Care in a Consumer Society: Smiling and Sometimes Meaning it?146 cited
2000Internal relationship marketing: a strategy for knowledge renewal143 cited
2008Antecedents of internal marketing practice: some preliminary empirical evidence141 cited
1998Implementing and Measuring the Effectiveness of Internal Marketing.134 cited
2006Coping With Customer Complaints117 cited
2009Internal marketing impact on business performance in a retail context115 cited
2018Internal marketing, employee customer‐oriented behaviors, and customer behavioral responses115 cited
2006Important factors to consider when using internal branding as a management strategy: A healthcare case study109 cited