Internal marketing and supply chain management

Lings, Ian (2001) Internal marketing and supply chain management. Journal of Services Marketing, 14(1), pp. 27-43.

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This paper presents a model of service quality which is based on both internal and external customer and supplier groups in supply chain partners. Two possible types of internal customers are proposed in intra-firm inter-departmental relationships and two types of interaction are proposed in inter-firm inter-departmental relationships. The management of these interactions using tools originally developed in the field of internal marketing is discussed and the implications for service quality between supply china partners are explored.----- The use of SERVQUAL to monitor the quality of service provided across these interactions is discussed and a research agenda to test the propositions developed in the paper is presented.

Impact and interest:

5 citations in Scopus
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ID Code: 20540
Item Type: Journal Article
Refereed: Yes
Keywords: Service quality, internal marketing, internal customers, value chain, supply chain
DOI: 10.1108/08876040010309194
ISSN: 0887-6045
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 2001 Emerald
Deposited On: 23 Jun 2009 05:53
Last Modified: 09 Apr 2011 12:58

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