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A Systematic Review of the Influence of Internal Marketing on Service Innovation

Author

Listed:
  • Soheila Raeisi

    (Department of Economics and Management, Nanjing University of Science and Technology, Nanjing 210094, China)

  • Nur Suhaili Ramli

    (Department of Management, Ca’ Foscari University of Venice, 30123 Venice, Italy)

  • Meng Lingjie

    (Department of Economics and Management, Nanjing University of Science and Technology, Nanjing 210094, China)

Abstract

This paper aims aimed to present the trends of the literature review in internal marketing and service innovation between 1990 and 2016. The significant reason to conduct this research is that significant variables of internal marketing to link with service innovation are not clearly defined. This research yielded 22 systematic reviews of articles in the Scopus library and adopted a thematic analysis to analyze the data collected. This study provides provided answers to research questions by elaborating on overall trends, objectives, theoretical framework, methodologies, and potential variables that strongly connect between internal marketing and service innovation. While sample sizes are limited to this paper, it suggests suggested fruitful recommendations for future research to overcome this limitation. This research has had two practical implications for managers to redefine their roles and the relationship between members of the organization and to help managers and the firms to consider internal marketing efforts towards motivation, organizational culture, and organizational learning.

Suggested Citation

  • Soheila Raeisi & Nur Suhaili Ramli & Meng Lingjie, 2020. "A Systematic Review of the Influence of Internal Marketing on Service Innovation," JRFM, MDPI, vol. 13(9), pages 1-24, September.
    • Handle: RePEc:gam:jjrfmx:v:13:y:2020:i:9:p:207-:d:412089
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    References listed on IDEAS

    as
    1. Pitt, Leyland F. & Foreman, Susan K., 1999. "Internal Marketing Role in Organizations: A Transaction Cost Perspective," Journal of Business Research, Elsevier, vol. 44(1), pages 25-36, January.
    2. Collins, Brett & Payne, Adrian, 1991. "Internal marketing: A new perspective for HRM," European Management Journal, Elsevier, vol. 9(3), pages 261-270, September.
    3. Boichuk, Jeffrey P. & Menguc, Bulent, 2013. "Engaging Dissatisfied Retail Employees to Voice Promotive Ideas: The Role of Continuance Commitment," Journal of Retailing, Elsevier, vol. 89(2), pages 207-218.
    4. Kahn, Kenneth B. & Mentzer, John T., 1998. "Marketing's Integration with Other Departments," Journal of Business Research, Elsevier, vol. 42(1), pages 53-62, May.
    5. Jon Sundbo & Faïz Gallouj, 1998. "Innovation as a loosely coupled system in services," Post-Print halshs-01113675, HAL.
    6. George, William R., 1990. "Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level," Journal of Business Research, Elsevier, vol. 20(1), pages 63-70, January.
    7. Per Carlborg & Daniel Kindström & Christian Kowalkowski, 2014. "The evolution of service innovation research: a critical review and synthesis," The Service Industries Journal, Taylor & Francis Journals, vol. 34(5), pages 373-398, March.
    8. Hogan, Suellen J. & Coote, Leonard V., 2014. "Organizational culture, innovation, and performance: A test of Schein's model," Journal of Business Research, Elsevier, vol. 67(8), pages 1609-1621.
    9. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
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