Internal Market Orientation: A New Tool for Service Management
This paper investigates how internal market orientation (IMO), as a new tool for service management, can be applied to improving service quality. The research is based on social exchange theory to state the fact of internal market and the necessity of applying internal marketing to the pertinent internal market Dimensions of IMO have been discussed. The relationships between IMO and internal service performance at both the individual level and inter-departmental level are identified. By improving the internal service quality, external service is supposed to be enhanced at different aspects. Research propositions are posited for further research.
internal marketing internal market orientation service quality
YU Qionglei
Zhejiang Gongshang University, P.R.China
国际会议
杭州
英文
208-212
2009-10-25（万方平台首次上网日期，不代表论文的发表时间）