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The purpose of this paper is to investigate to what extent the implementation of internal environmental management and voluntary environmental information is related to organisational change.

Organisational change literature provided a framework for the analysis of the materials which were collected through a mixed method. Data on internal environmental management were collected through a survey, while a quality disclosure index was used to assess the quality of the environmental voluntary disclosure. Interviews were used to enhance the quantitative results interpreted according to the four pathways proposed by Tilt (2006) and characterised by several levels of internal environmental management and voluntary disclosure.

The results indicated that companies implement more internal activities than external disclosure. Environmental planning and operational practices were the most important changes carried out. When environmental management accounting and environmental disclosure were also implemented, environmental aspects were more integrated within companies, thus revealing that a more structured integration of sustainability aspects within organisational values had taken place. The results underline the importance of primarily establishing a set of internal changes, driven by environmental planning, to promote organisational change.

The study presents a larger empirical analysis of the organisational change pathways followed by companies, showing similarities and differences among the four pathways. The results underline the importance of both dimensions for studying organisational changes. The framework of Tilt has been enriched, considering a more precise explanation of the internal aspects and adding the concept of the quality of disclosure as proxy to assess organisational change.

Organisational change is investigated through an extensive analysis of internal and external aspects and collecting quantitative and qualitative evidence. The analysis complements previous sustainability accounting literature focussed on the analysis of internal environmental management and external disclosure.

The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality.

The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level.

Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness.

The paper shows that service firms should focus on internal service quality in order to improve external service quality.

In global scenario, many organizations own supply chains, which operate in different countries. The performance of these supply chains, owned by the same organization must be same if they operate in countries with similar economical, political, and social conditions. In this paper, an effort has been made to propose a methodology for the internal benchmarking to reduce the variability in performance among supply chains of same focal firm. The proposed methodology of internal benchmarking for assessment of supply chain performance demonstrated through a case supply chain.

A case of global supply chains is presented in which a focal firm owns three supply chains operating in three different countries. In order to assess and improve the performance of these supply chains relative to each other, a benchmarking methodology is proposed.

An extensive use of performance value analysis (PVA) and strength, weaknesses, opportunities, and threats (SWOT) analysis provided good diagnosis of supply chains. This analysis can be very useful in leveraging the supply chain drivers of various supply chains belonging to same focal organization and hence bring performance of all the supply chains at the same performance level.

According to the authors' knowledge, there is no paper in the literature, which discusses the application of PVA and SWOT analysis for internal benchmarking in supply chain management and it is believed that it will be useful for supply chain managers to apply such tools to lead global development in their supply chains.

To solve problems of overdue loans and bad debts, the research establishes the internal performance measures to monitor and enhance the operational qualities of the employees in the lending department.

The research utilizes the value‐added approach to analyze the lending production process and derive the internal performance measures to add value to lending activities.

Compared with final measures (data envelopment analysis, benchmark, and productivity measures), the internal performance measures proposed in this research would be more effective for evaluating the job performance of employees in lending activities. A comprehensive analytical framework that will improve the accuracy of analyzing a borrower's capacity and condition has also been constructed in this research.

The conclusions in this research have been derived from deductive method. Some empirical study in confirmation of the conclusions in this research could be the direction for future research.

The practical implication of using internal measure to monitor the output quality of the employees in lending department is a reduction in the likelihood of employee's moral hazard behavior.

The past researches in measuring the performance of bank lending have focused on the final measures that are incapable of solving the problems of overdue loans and bad debts. The value of the internal performance measure approach would ease the lending operational risk that is one of the main purpose of Basel II.

This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan.

In this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach.

This study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers.

This study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service.

This research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.

This paper seeks to further the understanding of the domain of the IMO construct in a developing country, as suggested by Lings and Greenley. It seeks to build on their proposed construct and provide empirical evidence of its impact in the context of the Indian banking industry.

The behavioral dimensions of the construct are confirmed in a manner consistent with established market orientation (external) construct. The paper validates scale pertaining to the wants and needs of bank employees for effective intelligence generation and dissemination as well as for effective response implementation.

The authors find a positive significant relationship between internal market orientation and staff attitude and perceived customer satisfaction. Further, the impact of staff attitude on employee job satisfaction is also significant.

Internal market orientation, with the passage of time, may not be as prevalent and exhaustive as it is now because the nature of the marketing environment is extremely dynamic. So, there is a need to make changes as time evolves so that this scale remains focused with a high level of reliability and validity.

To generate internal market intelligence, bank management should not only rely on internal customer surveys, but also the intelligence obtained through a variety of formal and informal means, such as meetings and discussion with internal customers; analysis of sales reports and worldwide customer databases; and formal market research, such as employees ' attitude surveys and sales response in a test market.

The present research would be of value to managers across the world for identifying key requirements of internal customers, which need to be evaluated consistently from time to time, for different strategic actions.

The purpose of this paper is to attempt to provide insight into the management of an internal service system derived from a perspective of Lean management. These internal service systems would exist within professional service units of development, engineering, information technology, human resources, and consumer affairs.

A meta‐analysis of approximately 60 internal service systems was performed. The objectives of the meta‐analysis were: identification of structural similarities; categorization of wasteful activities; tabulation of typical problems; and synthesis and exploration.

Internal service systems have numerous common structural characteristics, including the importance of information, process flows across functions, many hand‐offs of information, hidden costs and benefits, and no explicit motivation for urgency. The wasteful activities can be classified into seven groups: delays, reviews, mistakes, duplication, movement, processing inefficiencies, and resource inefficiencies. The most common problems included a lack of standard procedures, long service times, communication breakdowns, and poor personnel management.

Critical insights valuable to a manager of an internal service system are: it is likely that the main service provided is information; it is likely that cross‐functional coordination is required; and it is likely that people play a critical role in the system's performance. These insights can form the basis of cross‐function cooperative improvement efforts.

The paper presents the first known large‐scale assessment of problems and opportunities in applying Lean principles to internal service systems.

This study aims to determine the relationship between sectional geometric parameters of a slotted solid rocket propellant on structural integrity and internal ballistic performance of a rocket motor by using response surface method.

Zero-dimensional (0D) ballistic solver is developed and validated to determine the effects of sectional geometric parameters on internal ballistic performance of a rocket motor. Additionally, effects of these parameters on structural strength of the system are examined by performing linear viscoelastic finite element analysis under plane strain assumption. Results of the 0D internal ballistic analyses are used as an input to the structural analysis.

Different response surfaces are constructed to represent the characteristic variation of solid propellant’s structural strength and internal ballistic performance with respect to design variables.

Coupled analysis methodology in terms of structural strength and internal ballistic performance presented in this work facilitates many designers who are working on solid rocket motor development. This study represents graphical results summarizing effects of sectional parameters of a slotted grain on both internal ballistic performance and structural strength results. Additionally, graphical results summarizing the effects of sectional parameters on structural strength and internal ballistic performance provide useful information for researchers that lessens design period. Finally, validations presented in this work can also be used as a benchmark reference for different studies.

The purpose of this paper is to analyze the competitive advantages of the networks of firms forming the supply chain and distribution channels through process integration, outsourcing, and creation of relational capabilities.

A four‐stage methodology is created to redesign the supply chain depending on the creation of relational capabilities: internal analysis to determine the focal company's competence; relational analysis in the outsourcing of activities; process integration; and development of relational capabilities.

The development of relational capabilities is based on two dimensions: company level of competence in performing activities, and strategic contribution of the activities to competitive advantage. Four cases are analyzed from those two dimensions: high competence/low strategic contribution; low competence/high strategic contribution; low competence/low strategic value; and relational and internal capabilities, where relational capabilities strengthen internal capabilities. Finally, it is established what actions are necessary for the activities analyzed from those dimensions to be a source of competitive advantage by means of relational capabilities created through process integration and outsourcing to highly competent firms.

The development of a short self‐evaluation questionnaire that helps firms implement the methodology and creates the basis for its empirical application by researchers.

The paper studies relational capabilities, an aspect omitted from the internal perspective of the resource and capability theory. It also determines four ways in which relational capabilities influence the strengthening of internal capabilities. The theoretical approach is developed in the redesign of the supply chain.