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How internal marketing drive customer satisfaction in matured and maturing European markets?

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  • Kadic-Maglajlic, Selma
  • Boso, Nathaniel
  • Micevski, Milena

Abstract

This study examines the indirect effect of internal marketing, via cross-functional goal compatibility, on customer satisfaction at differing levels of salesperson cross-functional connectivity, across matured and maturing market contexts. Using data from salespeople in a large financial services organization operating in matured Central European and maturing South and Eastern European markets, the study finds that the effect of internal marketing on customer satisfaction is mediated by cross-functional goal compatibility in both markets. In addition, the results show that at high levels of cross-functional connectivity, the effect of goal compatibility on customer satisfaction is strengthened in maturing markets. The theoretical and practical implications of these findings are discussed.

Suggested Citation

  • Kadic-Maglajlic, Selma & Boso, Nathaniel & Micevski, Milena, 2018. "How internal marketing drive customer satisfaction in matured and maturing European markets?," Journal of Business Research, Elsevier, vol. 86(C), pages 291-299.
    • Handle: RePEc:eee:jbrese:v:86:y:2018:i:c:p:291-299
    DOI: 10.1016/j.jbusres.2017.09.024
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