Internal marketing and supply chain management

Ian N Lings

81 citations0/0 files storedJournal of Services Marketing

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 Quality and Supply Management Sustainable Supply Chain Management

Abstract

Presents a model of service quality which is based on both internal and external customer and supplier groups in supply chain partners. Two possible types of internal customers are proposed in intra‐firm inter‐departmental relationships and two types of interaction are proposed in inter‐firm inter‐departmental relationships. The management of these interactions using tools originally developed in the field of internal marketing is discussed and the implications for service quality between supply chain partners are explored. The use of SERVQUAL to monitor the quality of service provided across these interactions is discussed and a research agenda to test the propositions developed is presented.

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 — 81 citations exist upstream.

References

1984Case Study Research: Design and Methods 1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1993Applications of case study research 1990Focus Groups: Theory and Practice 1994Putting the Service-Profit Chain to Work 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

Cited by

2005Consequences of market orientation for customers and employees 2008Internal service – barriers, flows and assessment 2008Broadening even more the internal marketing concept 2011Relationship between Internal Marketing and Service Quality with Customers' Satisfaction 2010Internal market orientation and its influence on the satisfaction of contact personnel 2014Balancing the act: the implications of jointly pursuing internal customer orientation and external customer orientation

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.