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Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level

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Cited by:

  1. Lu, Vinh Nhat & Capezio, Alessandra & Restubog, Simon Lloyd D. & Garcia, Patrick R.J.M. & Wang, Lu, 2016. "In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees," Tourism Management, Elsevier, vol. 56(C), pages 8-19.
  2. 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.
  3. Jones, Eli & Busch, Paul & Dacin, Peter, 2003. "Firm market orientation and salesperson customer orientation: interpersonal and intrapersonal influences on customer service and retention in business-to-business buyer-seller relationships," Journal of Business Research, Elsevier, vol. 56(4), pages 323-340, April.
  4. Allison, Lee & Flaherty, Karen E., 2020. "Investigating firm level drivers of salesperson brand identification," Journal of Business Research, Elsevier, vol. 121(C), pages 154-169.
  5. Aizzat Nasurdin & Noor Ahmad & Cheng Tan, 2015. "Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 343-360, June.
  6. Kuzmanović, Vladan, 2020. "Conceptual Marketing in the Age of Interactive Consumer," SocArXiv wqajp, Center for Open Science.
  7. Alin OPREANA, 2013. "Segmentation of Employee Perceptions in Relation to Corporate Social Responsibility Practices," Expert Journal of Business and Management, Sprint Investify, vol. 1(1), pages 15-28.
  8. Dev K. Dutta & Vishal K. Gupta & Xiujian Chen, 2016. "A Tale of Three Strategic Orientations: A Moderated-Mediation Framework of the Impact of Entrepreneurial Orientation, Market Orientation, and Learning Orientation on Firm Performance," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 24(03), pages 313-348, September.
  9. María-Victoria Sánchez-Rebull & Veronika Rudchenko & Juan-Carlos Martín, 2018. "The antecedents and consequences of customer satisfaction in tourism: a systematic literature review," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 24(1), pages 151-183, May.
  10. Ammar Ahmed & Ismail bin Lebai Othman, 2017. "The Impact of Strategic Attributes on Organizational Performance in Pakistan Banking Sector: A Review and Suggestions for Future Research," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(8), pages 371-387, August.
  11. Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.
  12. Myriam Bellaouaied & Abdelkader Gam, 2011. "Internal marketing as a new alternative for the service employees' performance: an empirical study," Post-Print halshs-00706050, HAL.
  13. Chris Vassiliadis & Constantinos-Vasilios Priporas & Victoria Bellou & Andreas Andronikidis, 2013. "Customers' cognitive patterns of assurance: a dual approach," The Service Industries Journal, Taylor & Francis Journals, vol. 33(13-14), pages 1242-1259, October.
  14. Augustine Adomah-Afari & Theophilus Maloreh-Nyamekye, 2019. "Enhancing Patient Satisfaction - Relationship Marketing Strategies of Two Specialist Hospitals in Accra, Ghana," International Journal of Social and Administrative Sciences, Asian Economic and Social Society, vol. 4(2), pages 213-231, June.
  15. Malhotra, Neeru & Ackfeldt, Anna-Lena, 2016. "Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms," Journal of Business Research, Elsevier, vol. 69(10), pages 4132-4139.
  16. Shashank Vaid & Michael Ahearne, 2021. "The instantaneous commitment effect: developing stakeholder orientation among managers," AMS Review, Springer;Academy of Marketing Science, vol. 11(1), pages 162-179, June.
  17. Dmitry A. Ruban & Natalia N. Yashalova, 2021. "Lost in Missions? Employees as a Top Strategic Priority of the World’s Biggest Banks," JRFM, MDPI, vol. 14(2), pages 1-11, January.
  18. Magnús Haukur Ásgeirsson & Thorhallur Gudlaugsson & Gunnar Thór Jóhannesson, 2022. "State and Order of Service Orientation Knowledge in Hospitality and Tourism Research: Systematic Literature Review," Administrative Sciences, MDPI, vol. 12(3), pages 1-20, August.
  19. Mushtaq A Siddiqi, 2015. "Work Engagement and Job Crafting of Service Employees Influencing Customer Outcomes," Vikalpa: The Journal for Decision Makers, , vol. 40(3), pages 277-292, September.
  20. Chenet, Pierre & Tynan, Caroline & Money, Arthur, 1999. "Service Performance Gap: Re-evaluation and Redevelopment," Journal of Business Research, Elsevier, vol. 46(2), pages 133-147, October.
  21. Jeevan Jyoti & Jyoti Sharma, 2012. "Impact of Market Orientation on Business Performance: Role of Employee Satisfaction and Customer Satisfaction," Vision, , vol. 16(4), pages 297-313, December.
  22. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
  23. Alessandra Mazzei & Silvia Ravazzani, 2017. "Internal Branding and Employee Brand Consistent Behaviours: The Role of Enablement-Oriented Communication," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(1), pages 121-139.
  24. Aamir Abbas & Gul Afshan & Touqeer ul Haq & Iqra Aslam, 2018. "The Effect of Internal Marketing on Affective Commitment: A Marketing Mix Approach for the Islamic Bank Employees," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(1), pages 75-86, January.
  25. Hampton, Gerald M. & Hampton, Dorothee L., 2004. "Relationship of professionalism, rewards, market orientation and job satisfaction among medical professionals: The case of Certified Nurse-Midwives," Journal of Business Research, Elsevier, vol. 57(9), pages 1042-1053, September.
  26. Jan Wieseke & Florian Kraus & Thomas Rajab, 2010. "Förderung des Eigenmarkenverkaufs durch Vertriebsmitarbeiter - Eine empirische Analyse informeller Anreizfaktoren," Schmalenbach Journal of Business Research, Springer, vol. 62(1), pages 2-29, February.
  27. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
  28. Lusch, Robert F. & Boyt, Thomas & Schuler, Drue, 1996. "Employees as customers: The role of social controls and employee socialization in developing patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 179-187, March.
  29. Thomaidou Pavlidou, Christina & Efstathiades, Andreas, 2021. "The effects of internal marketing strategies on the organizational culture of secondary public schools," Evaluation and Program Planning, Elsevier, vol. 84(C).
  30. Ellinger, Alexander E. & Musgrove, Carolyn (Casey) Findley & Ellinger, Andrea D. & Bachrach, Daniel G. & Elmadağ Baş, Ayşe Banu & Wang, Yu-Lin, 2013. "Influences of organizational investments in social capital on service employee commitment and performance," Journal of Business Research, Elsevier, vol. 66(8), pages 1124-1133.
  31. Thi Minh Ngoc Luu & Nguyen Phuong Mai & Thi Huong Dang & Thi Minh Hien Vu, 2022. "The Impact of Internal Marketing on Employee Satisfaction in the Vietnamese Telecommunication Industry," Contemporary Economics, University of Economics and Human Sciences in Warsaw., vol. 16(4), December.
  32. Rapert, Molly Inhofe & Velliquette, Anne & Garretson, Judith A., 2002. "The strategic implementation process: evoking strategic consensus through communication," Journal of Business Research, Elsevier, vol. 55(4), pages 301-310, April.
  33. 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.
  34. Rajwinder Kaur & Sameer S. Pingle, 2018. "Employer Branding in the Indian Armed Forces Context: A Comparative Study of Potential Defence Applicants and Defence Employees," Vision, , vol. 22(2), pages 199-210, June.
  35. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
  36. Conduit, Jodie & Mavondo, Felix T., 2001. "How critical is internal customer orientation to market orientation?1," Journal of Business Research, Elsevier, vol. 51(1), pages 11-24, January.
  37. Cong Feng & Scott Fay & Kexin Xiang, 2021. "When do we need higher educated salespeople? The role of work experience," Review of Managerial Science, Springer, vol. 15(5), pages 1391-1429, July.
  38. Ling, Qian & Lin, Meizhen & Wu, Xiaoyi, 2016. "The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels," Tourism Management, Elsevier, vol. 52(C), pages 341-368.
  39. Soheila Raeisi & Meng Lingjie & Nur Suhaili Binti Ramli, 2019. "A Hierarchical Model of Mediation Effect of Motivation (MO) between Internal Marketing (IM) and Service Innovation (SI)," Administrative Sciences, MDPI, vol. 9(4), pages 1-26, November.
  40. Hansen, David J. & Deacon, Jonathan H. & Pascal, Vincent & Sethna, Zubin, 2020. "The future is in the past: A framework for the Marketing-Entrepreneurship Interface (MEI)," Journal of Business Research, Elsevier, vol. 113(C), pages 198-208.
  41. Daniel Korschun & CB Bhattacharya & Scott D. Swain, 2011. "Corporate social responsibility, customer orientation, and the job performance of frontline employees," ESMT Research Working Papers ESMT-11-05 (R1), ESMT European School of Management and Technology, revised 19 Jul 2013.
  42. R. Sharma & A. Binsardi & J. Green & F. Ekwulugo, 2012. "The Application of Internal Marketing (IM) in a Service Organization," International Journal of Business and Social Research, LAR Center Press, vol. 2(1), pages 25-50, February.
  43. Juan Carlos Sanclemente, 2010. "Formación y entrenamiento para personal de contacto en empresas de servicios," Revista Ad-Minister, Universidad EAFIT, September.
  44. Marcela-Sefora Nemteanu & Dan-Cristian Dabija, 2021. "The Influence of Internal Marketing and Job Satisfaction on Task Performance and Counterproductive Work Behavior in an Emerging Market during the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(7), pages 1-16, April.
  45. R. Sharma & A. Binsardi & J. Green & F. Ekwulugo, 2012. "The Application of Internal Marketing (IM) in a Service Organization," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 2(1), pages 25-50, February.
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