A model of internal marketing for building and sustaining a competitive service advantage

Richard J. Varey

67 citations0/0 files storedJournal of Marketing Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Marketing and Advertising Strategies Organizational Management and Innovation

Abstract

A model is presented for a mechanism and process for ensuring that organizational capability for good service is continuously enhanced. The internal marketing concept, in a modified form, is the basis for improving internal working relationships between functional specialists by taking a social process perspective. It is suggested that a macromarketing or societal marketing concept can be adopted to provide a way of thinking about customer‐supplier relationships in the organization as an open system which is not limited by a “market” characterization. In this way the broadened internal marketing concept can contribute to change management to make the organization more flexible and responsive. A number of recommendations are made for operating such a mechanism and process.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 67 citations exist upstream.

References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992Basics of Qualitative Research 1990Basics of qualitative research 2000Marketing management: analysis. planning. implementation and control 1974The Nature of Managerial Work 1972Principles of Marketing 1986Central Problems in the Management of Innovation 1984Strategic Management and Marketing in the Service Sector

Cited by

1999Internes Marketing als Forschungsgebiet der Marketingwissenschaft 2000The strengths and weaknesses of internal marketing 2010What are the fundamental features supporting service quality?2014Balancing the act: the implications of jointly pursuing internal customer orientation and external customer orientation 2020The impact of information and communication technology and internal market orientation blending on organisational performance in small and medium enterprises 2010Internal marketing as a change management tool: A case study in re-branding

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.