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Internal customer: by design or by default

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References

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1993

The scope of internal marketing: Defining the boundary between marketing and human resource management

379 cited

Cited by

2009Internal Marketing- A Tool to Harness Employees’ Power in Service Organizations in India60 cited
2011Relationship between Internal Marketing and Service Quality with Customers' Satisfaction58 cited
2009The impact of internal marketing on the perception of service quality in retail banking: A Ghanaian case50 cited
2010Internal market orientation and its influence on the satisfaction of contact personnel48 cited
2013The impact of internal marketing practices on services quality of commercial banks in Jordan47 cited
2015Service role and outcome as moderators in intercultural service encounters45 cited
2012The role of social interactions in building internal corporate brands: Implications for sustainability43 cited
2010Internal Marketing (IM): a literature review and research propositions for service excellence39 cited
2007The Brand Inside: The Factors of Failure and Success in Internal Branding - Special Issue on Irish Perspectives on Marketing Relationships and Networks35 cited
2013A hierarchical model of the internal relationship marketing approach to nurse satisfaction and loyalty33 cited
2014Understanding Employee Delight and Voice From the Internal Marketing Perspective32 cited
2009An Exploratory Study of the Application of Internal Marketing in Professional Service Organizations31 cited
2018From internal marketing to customer- perceived relationship quality: evidence of Vietnamese banking firms26 cited
2011Reliability of the internal service encounter26 cited
2025Internal marketing and organizational performance: A systematic review and future research agenda24 cited
2010Internal marketing as an agent of change – implementing a new human resource information system for Malaysian Airlines21 cited