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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.

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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.

Impact and interest:

27 citations in Scopus
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17 citations in Web of Science®

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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

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