haku: @indexterm INTERNAL MARKETING / yhteensä: 72
viite: 4 / 72
| Tekijä: | Tortosa, V. Moliner, M. A. Sánchez, J. |
| Otsikko: | Internal market orientation and its influence on organisational performance |
| Lehti: | European Journal of Marketing
2009 : VOL. 43:11/12, p. 1435-1456 |
| Asiasana: | internal marketing organizational performance market orientation customers |
| Kieli: | eng |
| Tiivistelmä: | The purpose of this research is to analyze the influence of internal marketing on internal aspects (satisfaction of contact personnel) and external aspects (satisfaction of customers and the perceived quality of service) of organizational performance. The study is implemented through interviewing all the cashiers of a local credit institution and 160 of its customers. The results suggest that internal market orientation influences the satisfaction of contact personnel, the service quality perceived by the customer and the customer satisfaction. Internal market orientation also seems to corroborate the influence exerted by the contact personnel's satisfaction on perception of quality and on satisfaction of customer. |
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