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A framework for research in internal marketing and the study of service quality: some propositions

Marelise Pitt (School of Business Management, Cape Technikon, Cape Town, South Africa)
Johan Bruwer (School of Business Management, Cape Technikon, Cape Town, South Africa)
Deon Nel (Graduate School of Business, University of Cape Town, Cape Town, South Africa)
Paul Berthon (Cardiff Business School, University of Wales, Aberconway Building, Column Drive, Cardiff, Wales, CF1 3EU, United Kingdom)

Management Research News

ISSN: 0140-9174

Article publication date: 1 July 1999

Abstract

Considers the quality of service between internal partners within a company looking at how this can influence performance and quality. Looks at the different ways of defining the internal customer and suggests that measurement is most effective when complex procedures are broken down. States that internal marketing is a critical issue facing marketing professions, human resources and other executives. Argues that if poor service is provided between employees it is unlikely that good service will ultimately be provided to the external customer. Invites further research in this area.

Keywords

Citation

Pitt, M., Bruwer, J., Nel, D. and Berthon, P. (1999), "A framework for research in internal marketing and the study of service quality: some propositions", Management Research News, Vol. 22 No. 7, pp. 1-11. https://doi.org/10.1108/01409179910781715

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited