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

16 references·16 citing·35 second hopsampled

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References

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1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level635 cited
1992THE CULT[URE] OF THE CUSTOMER596 cited

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1989

Marketing Concepts and Strategies

588 cited

Cited by

1999Internes Marketing als Forschungsgebiet der Marketingwissenschaft64 cited
2000The strengths and weaknesses of internal marketing52 cited
2010What are the fundamental features supporting service quality?47 cited
2014Balancing the act: the implications of jointly pursuing internal customer orientation and external customer orientation46 cited
2020The impact of information and communication technology and internal market orientation blending on organisational performance in small and medium enterprises45 cited
2010Internal marketing as a change management tool: A case study in re-branding40 cited
2017Why leadership style matters: a closer look at transformational leadership and internal marketing39 cited
2000Information-Based Analysis of Service Quality Gaps–Managing Service Quality by Internal Marketing33 cited
2019Impact of market orientation on firm’s customer-based performance: the moderating role of employee orientation31 cited
2000Employee attitudes and responses to internal marketing28 cited
2012How organizational citizenship behavior mediates between internal marketing and service quality26 cited
2002INTERNAL MARKETING: USING MARKETING-LIKE APPROACHES TO BUILD BUSINESS COMPETENCIES AND IMPROVE PERFORMANCE IN LARGE MALAYSIAN CORPORATIONS25 cited
2025Internal marketing and organizational performance: A systematic review and future research agenda24 cited
2002Barriers to customer‐orientation23 cited
2004The New Global Marketing Reality21 cited
2018Internal marketing in a higher education context – towards an enriched framework20 cited