Internal marketing and customer driven wavefronts
Brooks, Roger, Lings, Ian, & Botschen, Martina (1999) Internal marketing and customer driven wavefronts. The Service Industries Journal, 19(4), pp. 49-67.
![[img]](http://eprints.qut.edu.au/style/images/fileicons/application_pdf.png)
Abstract
This paper presents a model of internal service quality which is based on internal customer and internal supplier groups. The dimensions of internal service quality are identified and compared with the SERVQUAL dimensions of external service quality which have been proposed by Parasuraman et al. [1988]. The applicability of these internal service quality dimensions to different internal supplier - customer interactions is explored and it is discovered that at least two types of internal customers exist within the firm. Furthermore these internal customers use different criteria to evaluate the quality of the service which they receive from their internal suppliers.
Citations:
Citation countsare sourced monthly from Scopus and Web of Science citation databases.
These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science generally from 1980 onwards.
Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.
Full-text downloads:
Full-text downloadsdisplays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.
| ID Code: | 20539 |
|---|---|
| Item Type: | Journal Article |
| Additional URLs: | |
| Keywords: | Internal marketing, internal customers, internal segmentation, service quality |
| DOI: | 10.1080/02642069900000044 |
| ISSN: | 0264-2069 |
| Subjects: | Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503) |
| Divisions: | Current > QUT Faculties and Divisions > QUT Business School Current > Schools > School of Advertising, Marketing & Public Relations |
| Copyright Owner: | Copyright 1999 Routledge |
| Deposited On: | 24 Jun 2009 08:29 |
| Last Modified: | 10 Aug 2011 23:23 |
Export: EndNote | Dublin Core | BibTeX
Repository Staff Only: item control page