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Keywords: Internal marketing
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Journal Articles
How organizational citizenship behavior mediates between internal marketing and service quality: The case of Iranian GAS company
Available to Purchase
International Journal of Quality & Reliability Management (2012) 29 (5): 512–530.
Published: 18 May 2012
...SeyedReza SeyedJavadin; Hamzeh Rayej; Hamidreza Yazdani; Mehrdad Estiri; Seyed Ali Aghamiri Purpose The purpose of this paper is to investigate the effects of internal marketing on service quality and the mediating role of OCB in their relationship. Design/methodology/approach A total of 162...
Journal Articles
The impact of internal service quality on customer service behaviour: Evidence from the banking sector
Available to Purchase
International Journal of Quality & Reliability Management (2008) 25 (9): 943–954.
Published: 10 October 2008
... Internal marketing Customer services quality Customer satisfaction Consumer behaviour Banks Greece It has been recognized that companies face two kinds of markets and customers: internal and external (Hauser et al., 1996 ; Piercy, 1995). According to Reynoso (1994) internal...
Journal Articles
Service quality between internal customers and internal suppliers in an international airline
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International Journal of Quality & Reliability Management (2001) 18 (4): 371–386.
Published: 01 June 2001
... service quality plays in an internal marketing setting. The research was conducted in a major international airline. The expectations and perceptions scales have emerged as measures with excellent internal consistency reliabilities. The two scales exhibited adequate validity as separate measures of front...
