The strategic application of internal marketing ‐ an investigation of UK banking

Adrian Sargeant (Henley Management Centre, Henley‐on‐Thames, UK)
Saadia Asif (School of Business and Economics, University of Exeter, Exeter, UK)

International Journal of Bank Marketing

ISSN: 0265-2323

Publication date: 1 April 1998

Abstract

It is the purpose of this article to explore the relevance of the concept of internal marketing to the financial service arena and the extent to which it may be possible to utilise internal marketing as a means of reducing the service gaps postulated by Parasuraman et al. The study is based on an analysis of 33 depth interviews with managers from two major UK clearing banks. In general, the research found no evidence that internal marketing as a concept is as yet fully understood by management, either at the junior, or more senior levels, within each organisation. There is at present little understanding of the needs of employees, and internal market research is noticeably absent. The results reveal a clear need for both institutions to adopt a more strategic perspective on their internal marketing activity. It will be argued that a failure to do so is likely to result in a widening of the service gaps and failure to compete effectively in a market increasingly driven by the quality of the service demanded.

Keywords

Citation

Sargeant, A. and Asif, S. (1998), "The strategic application of internal marketing ‐ an investigation of UK banking", International Journal of Bank Marketing, Vol. 16 No. 2, pp. 66-79. https://doi.org/10.1108/02652329810206716

Download as .RIS

Publisher

:

MCB UP Ltd

Copyright © 1998, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.