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| Author: | Lings, I. |
| Title: | Managing service quality with internal marketing schematics |
| Journal: | Long Range Planning
1999 : AUG, VOL. 32:4, p. 452-463 |
| Index terms: | Service management Marketing models Internal marketing |
| Language: | eng |
| Abstract: | This article presents the development and application of a new tool for enhancing the quality of services delivered to a firm's customers. This model, the internal marketing schematics, could be used to implement a strategy that would contribute to a firm's competitive position in the market. |
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