Managing service quality with internal marketing schematics

Lings, Ian (1999) Managing service quality with internal marketing schematics. Long Range Planning, 32(4), pp. 452-463.

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This article presents the development and application of a new tool for enhancing the quality of services delivered to a firm’s customers. This new model, the internal marketing schematic, has considerable advantages over other models that have been presented in the literature. The internal marketing schematic is derived from a synthesis of existing tried and tested management tools. It identifies the processes involved in delivering quality services both internally and externally and provides for the measurement of the quality of these services. These measures are used to develop improvement targets for all groups within the organisation. The internal marketing schematic encourages participation from all employees, focuses them on the impact of their activities on the firms’ customers and motivates them to achieve higher quality service provision . The results of preliminary studies into the application of the internal marketing schematic suggest that the tool has considerable utility in achieving high quality service provision to customers.

Impact and interest:

17 citations in Scopus
10 citations in Web of Science®
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ID Code: 20541
Item Type: Journal Article
Refereed: Yes
Additional URLs:
DOI: 10.1016/S0024-6301(99)00048-5
ISSN: 0024-6301
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
Copyright Owner: Copyright 1999 Pergamon/Elsevier Science
Deposited On: 23 Jun 2009 05:39
Last Modified: 05 Jan 2011 13:42

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