Measuring internal market orientation

Lings, Ian & Greenley, Gordon (2005) Measuring internal market orientation. Journal of Service Research, 7(3), pp. 290-305.

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Internal marketing has been discussed in the management and academic literature for over three decades, yet it remains ill defined and poorly operationalized. This paper responds to calls for research to develop a single clear understanding of the construct, for the development of a suitable instrument to measure it, and for empirical evidence of its impact. Existing, divergent conceptualization of internal marketing are explored, and a new, multidimensional construct, describing the managerial behaviors associated with internal marketing is developed, and termed internal market orientation (IMO). IMO represents the adaptation of market orientation to the context of employer-employee exchanges in the internal market. The paper describes the development of a valid and reliable measure of IMO in a retail services context. Five dimensions of IMO are identified and confirmed. These are 1) formal written information generation, 2) formal face-to-face information generation, 3) informal information generation, 4) communication and dissemination of information, and 5) responding to this internal market information. The impact of IMO on important organizational factors is also explored. Results indicate positive consequences for customer satisfaction, relative competitive position, staff attitudes, staff retention and staff compliance.

Impact and interest:

108 citations in Scopus
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62 citations in Web of Science®

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ID Code: 27747
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Internal Marketing, Internal Market Orientation, Human Resources, Scale Development, Statistical Analysis
DOI: 10.1177/1094670504271154
ISSN: 1094-6705
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2005 Sage Publications, Inc.
Deposited On: 05 Oct 2009 00:27
Last Modified: 29 Feb 2012 13:43

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