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Article
Publication date: 20 May 2021

Xin Xiang

The purpose of this study is to examine whether and how internal capital markets mitigate financial constraints and enhance firms' willingness to engage in R&D projects.

Abstract

Purpose

The purpose of this study is to examine whether and how internal capital markets mitigate financial constraints and enhance firms' willingness to engage in R&D projects.

Design/methodology/approach

The study uses panel data relating to 2,095 publicly traded firms in the Chinese A-share market for the period 2007–2019. The tobit regression method is applied to explore R&D investment–cash flow sensitivity of group affiliates, while the systematic generalised method of moments and dynamic ordinary least squares models are adopted to address the endogeneity problem in the robustness test.

Findings

This study finds that firms affiliated with business groups demonstrate lower R&D investment–cash flow sensitivity than non-affiliated firms do and that R&D investments are significantly influenced by the cash reserves of other group members. In terms of financing channels, this study demonstrates that group firms use internal cash and equity financing to support other members' R&D investments, while debt financing does not influence member firms' R&D investments. In addition, this study discovers that R&D spending harms the stock and operating performance of some group members.

Practical implications

The findings of this study enable business groups to focus on resource allocation and investment efficiency.

Originality/value

Although prior studies indicate that internal capital markets can enhance R&D spending, few studies reveal the mechanisms through which internal capital markets benefit R&D. This study uses a unique methodology to test the ability of the internal capital market to enhance R&D spending. In addition, group firms use internal cash flow and equity financing to support partners' R&D projects.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

Keywords

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Article
Publication date: 4 March 2021

Aloisio Henrique Mazzarolo, Emerson Wagner Mainardes and Danilo Soares Montemor

The purpose of this study was to assess whether internal marketing tends to influence the perception of bank employees regarding the strategic orientations of banks toward…

Abstract

Purpose

The purpose of this study was to assess whether internal marketing tends to influence the perception of bank employees regarding the strategic orientations of banks toward the market, brand and value. The authors also aimed to determine whether employees' organizational commitment mediates the relationship between internal marketing and the three strategic orientations and whether they influence bank employees' perception of obtaining a competitive advantage.

Design/methodology/approach

The authors conducted a survey with 832 bank employees using an online questionnaire. The authors performed data analysis by modeling structural equations with data estimation using the PLS-SEM.

Findings

The results showed that internal marketing positively influences bank employees' perception of banks' strategic marketing orientations and through that their perception of a competitive advantage. The authors also note that organizational commitment can partially mediate the relationship between internal marketing and the strategic orientations tested in this study.

Research limitations/implications

The findings indicate that banks' investment in employee valuation tends to generate positive results in relation to their adherence to marketing strategies, with the potential to result in a competitive advantage.

Originality/value

The results demonstrate the strength of internal marketing in the strategic orientations of banks, indicating that having employees who are committed to their bank contributes to the delivery of a high-quality service focused on the external customers, generating a competitive advantage.

Details

International Journal of Bank Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 9 September 2020

Umar Farooq Sahibzada, Khawaja Fawad Latif, Yan Xu and Roshi Khalid

Constructed upon the knowledge-based view, the purpose of this study is to investigate the interrelationship between internal marketing, knowledge management processes and…

Abstract

Purpose

Constructed upon the knowledge-based view, the purpose of this study is to investigate the interrelationship between internal marketing, knowledge management processes and knowledge worker satisfaction. The study also postulates that specific combinations of internal marketing dimensions and knowledge management processes can lead to improved knowledge worker satisfaction.

Design/methodology/approach

The study sample is gathered from 248 personnel of Pakistan higher education institutions (HEI’s). The interrelationships are checked through Smart PLS 3.2.8. The fuzzy set qualitative comparative analysis (fsQCA) is used to examine configurational paths for improving knowledge worker satisfaction.

Findings

The results of the study show that in HEI’s, internal marketing has a substantial influence on knowledge management processes, and knowledge management processes strongly enhance knowledge worker satisfaction. The result from fsQCA reveals multiple configurational paths to improve knowledge worker satisfaction.

Originality/value

There is a scarcity of research that has explored the association of internal marketing, knowledge management processes and knowledge worker satisfaction. This study attempts to examine their inter-relationships in HEI’s. Methodologically, the study contributes by combining direct and configurational methods to foster the knowledge of organizational (higher education) matters. The use of fsQCA reveals multiple pathways to improve knowledge worker satisfaction and exposes asymmetric relationships between internal marketing and knowledge management processes that lead to knowledge worker satisfaction. The study identifies the interactions among variables that might not be directly obvious via conventional symmetric methods.

Details

Journal of Knowledge Management, vol. 24 no. 10
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 11 March 2020

Leigh De Bruin, Mornay Roberts-Lombard and Christine De Meyer-Heydenrych

This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in…

Abstract

Purpose

This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established.

Design/methodology/approach

Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling.

Findings

The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks.

Research limitations/implications

This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking.

Practical implications

The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences.

Originality/value

The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

Details

Journal of Islamic Marketing, vol. 12 no. 1
Type: Research Article
ISSN: 1759-0833

Keywords

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Article
Publication date: 11 April 2020

Qian Chen, Rong Huang, Ka Ying Pak and Bing Hou

Little empirical research has examined the role of culture on the internal marketing-employee satisfaction (ES) relationship, and even fewer studies focus on this subject…

Abstract

Purpose

Little empirical research has examined the role of culture on the internal marketing-employee satisfaction (ES) relationship, and even fewer studies focus on this subject in the airline sector. This paper aims to assess whether culture moderates the contribution of internal marketing to the satisfaction of employees from Gulf Cooperation Council (GCC) airlines.

Design/methodology/approach

The investigation is conducted via a structured questionnaire with 310 cabin crew members who work at three GCC airlines. Multi-group analysis was used within SmartPLS 3.0 to measure whether the impact of internal marketing on ES is moderated by cultural congruence.

Findings

The results reveal the practice of internal marketing contributes to ES in GCC airlines, while cultural congruence moderates the direct relationship between internal marketing and the satisfaction of airlines’ employees. The results indicate that airlines need to satisfy the cultural needs of employees to increase their satisfaction for successful internal marketing practice.

Originality/value

This study contributes towards assessing the moderation effects of cultural congruence on internal marketing practice in the airline sector. It contributes to the current literature on aviation research, as well as specific managerial implications for the airlines and managers to achieve higher competitiveness.

研究目的

文化一致性是否会影响企业内部营销活动与员工满意度二者之间的关系?目前在这方面的研究还很稀缺, 而聚焦于航空领域的这一主题的研究更是少之又少。本研究以海湾合作委员会的航空公司为例, 旨在分析文化一致性因素能否调节企业内部营销活动对员工满意度的影响力。

研究方法

本研究对三家海湾合作委员会的航空公司共计310名的空服人员展开了问卷调查。通过运用SmartPLS 3.0 软件的多群组分析方法来具体评估航空公司的内部营销活动对其员工满意度的影响是否会被文化一致性因素所调节。

研究结论

研究结果显示, 在海湾合作委员会航空公司中, 内部营销活动的实施有助于员工满意度的提升;同时文化一致性因素可以调节航空公司的内部营销活动对其员工满意度的影响。该结果表明, 为了获得成功的内部营销实践, 航空公司需要满足员工的不同文化需求, 以期提高员工的满意度.

研究价值

本研究聚焦于分析文化一致性对航空公司内部营销实践的调节效应。其不仅是对当前航空研究领域文献的补充, 同时也能够为航空公司及其管理者提供具体的管理方法, 从而获得更多的竞争优势。

Propósito

el papel de la cultura en la relación de satisfacción de los empleados y el marketing interno ha sido examinada en pocas investigaciones empíricas, e incluso menos estudios se centran en este tema en el sector de las aerolíneas. Este documento tiene como objetivo evaluar si la cultura modera la contribución del marketing interno a la satisfacción de los empleados de las aerolíneas del Consejo de Cooperación del Golfo (CCG).

Diseño/metodología/enfoque

la investigación se real a través de un cuestionario estructurado con 310 miembros de la tripulación de cabina que trabajan en tres aerolíneas del CCG. El análisis de grupo múltiple se realizó con SmartPLS 3.0 para medir si el impacto del marketing interno en la satisfacción de los empleados es moderado por la congruencia cultural.

Resultados

los resultados revelan que la práctica del marketing interno contribuye a la satisfacción de los empleados en las aerolíneas del CCG, mientras que la congruencia cultural modera la relación directa entre el marketing interno y la satisfacción de los empleados de las aerolíneas. Los resultados indican que las aerolíneas necesitan satisfacer las necesidades culturales de los empleados para aumentar su satisfacción por los logros del marketing interno.

Originalidad/valor

este estudio contribuye a evaluar los efectos de moderación de la congruencia cultural en la práctica del marketing interno en el sector de las aerolíneas. Contribuye a la literatura actual sobre investigación de aviación, así como indicadores de las consecuencias específicas de gestión de personal para que las aerolíneas y los directivos logren una mayor competitividad.

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Article
Publication date: 1 October 2004

Ioanna Papasolomou‐Doukakis and Philip J. Kitchen

This paper discusses findings from an exploratory study concerning internal marketing in the UK retail bank industry. In order to enhance efficiency and provide motivation…

Abstract

This paper discusses findings from an exploratory study concerning internal marketing in the UK retail bank industry. In order to enhance efficiency and provide motivation to employees many UK banks have adopted internal marketing. The paper adopts the approach of first defining the generic research area, and then describing the research approach. It is concerned with first identifying the rhetoric of internal marketing as employed in UK banks, and second with exploring the practice of reality of internal marketing as practiced within UK banks. The paper is grounded in Mason's view that theoretical positions or data explanations move from the particular context of internal marketing views and expand within banks to the general theoretical contribution to be made. Findings are explored via two extant relationships and three anomalies based on the data analysis. Evidence from the study suggests that internal marketing is being taken seriously but in such a way as to be managerially, not employee, oriented. At best, internal marketing within this industry is regarded as a form of window dressing or part of the trappings of marketing, rather than having any substantive base or rationale insofar as employees are concerned.

Details

International Journal of Bank Marketing, vol. 22 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 8 April 2019

Achilleas Boukis

This paper aims to re-examine the nature, aim and scope of internal market orientation (IMO) and introduce it as a value creation mechanism for the firm’s internal market

Abstract

Purpose

This paper aims to re-examine the nature, aim and scope of internal market orientation (IMO) and introduce it as a value creation mechanism for the firm’s internal market. A service-dominant logic (SDL)-based perspective of the IMO notion is advanced, and the key steps and phases for value creation in the internal market are outlined.

Design/methodology/approach

This conceptual paper bridges the IM discourse with the SDL literature, and the latter’s implications for internal marketing theory and practice are discussed.

Findings

Drawing on the premises of the SDL, IMO re-surfaces as an interconnected operant resource that can be enacted through performing three sets of activities central in the value creation process for internal stakeholders (i.e. value-identifying, value-generating and value-enhancing activities). These groups of relevant value-enabling activities required for IMO enactment are extensively discussed and their role in the value creation process is scrutinized.

Originality/value

This conceptual paper aspires to provide a managerially relevant understanding of value creation in the firm’s internal market. An SDL-driven understanding of IMO is advanced setting it as a value creation mechanism appealing to a wider range of organizations.

Details

Journal of Services Marketing, vol. 33 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 12 October 2015

Hyun-Woo Joung, Ben K. Goh, Lynn Huffman, Jingxue Jessica Yuan and James Surles

The purpose of this study is to investigate the relationships between internal marketing practices, employee job satisfaction, organizational commitment and turnover…

Abstract

Purpose

The purpose of this study is to investigate the relationships between internal marketing practices, employee job satisfaction, organizational commitment and turnover intention in the foodservice industry.

Design/methodology/approach

The target population was employees who were currently working at a restaurant in the USA. All respondents were recruited from different states for the generalization of the study results. A confirmatory factor analysis validated the measurement model, and subsequently, structural equation modeling tested the proposed model.

Findings

Three internal marketing practices – vision, development and rewards – were good indicators for predicting employee job satisfaction, and two internal marketing practices – development and rewards – in addition to job satisfaction were significant predictors for employee organizational commitment. Finally, the findings indicated that job satisfaction and affective commitment had a significant impact on lowering employee turnover intention.

Research limitations/implications

In further research, more internal marketing practices – such as employee motivation, customer orientation, sharing information, employee empowerment – can be added to the model to increase employee job satisfaction and organizational commitment.

Practical implications

Foodservice operators should focus on internal marketing practices to have satisfied employees who, in turn, are more likely to deliver high service quality to customers.

Originality/value

This study has not only extended the influential scope of the internal marketing theory to organizational commitment, but has also proposed the antecedents of organizational commitment (i.e. internal marketing practices and employee job satisfaction) and clarified the relationships among them.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 5 September 2016

Ainsworth Anthony Bailey, Faisal Albassami and Soad Al-Meshal

The purpose of this paper is to assess the impact of a global measure of internal marketing on bank employee job satisfaction and employee commitment to the bank. In…

Abstract

Purpose

The purpose of this paper is to assess the impact of a global measure of internal marketing on bank employee job satisfaction and employee commitment to the bank. In addition, the authors assessed the subsequent impact of job satisfaction and employee commitment on employee-bank identification. The dual mediating role of job satisfaction and employee commitment in the internal marketing-employee bank identification relationship was also explored.

Design/methodology/approach

Using self-administered questionnaires, the authors collected data from a convenience sample of Saudi Arabian bank employees attending training at the Institute of Banking, Saudi Arabia. Structural equation modeling was used to assess the predicted structural relationships.

Findings

Internal marketing has highly significant positive effects on job satisfaction and employee commitment to the bank. These in turn influence employee bank identification. Internal marketing also impacts employee bank identification indirectly through its impact on both job satisfaction and employee commitment.

Practical implications

Bank management needs to take a holistic approach to internal marketing and ensure that they create an environment where employers will be satisfied and committed to the point that they will feel proud to be associated with the organization.

Originality/value

The study uses a global measure and provides evidence of the dual mediating effects of job satisfaction and employee commitment to the bank in the internal marketing-employee bank identification relationship. This evidence is unearthed in the Saudi Arabian banking sector, characterized by conventional and Islamic banks.

Details

International Journal of Bank Marketing, vol. 34 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 16 November 2012

George J. Avlonitis and Antonios A. Giannopoulos

The paper focuses on services marketing implementation synthesizing previous knowledge from the fields of internal and external marketing. Although academic debate over…

Abstract

Purpose

The paper focuses on services marketing implementation synthesizing previous knowledge from the fields of internal and external marketing. Although academic debate over the modeling of internal and external market orientation has lately emerged, services marketing literature lacks a relevant theoretical foundation.

Design/methodology/approach

Following a qualitative research design applied to the tourism sector, in‐depth interviews were conducted at three different levels (managers, employees and customers). In total, 37 hotel managers, 46 employees and 42 guests participated in the process of capturing the essence of the fragile equilibrium between internal and external marketing adoption.

Findings

Findings from the content analysis were consistent with the literature, unveiling an important number of elements, which formulate the components of the balanced market orientation, namely: market orientation adoption, internal marketing implementation and systematic monitoring of the service delivery process.

Research limitations/implications

Highlighting the importance of interrelations and modeling the underlying constructs, the study merges together different research streams from the extant literature. Nevertheless, the relations between the components of balanced market orientation have yet to be examined and validated.

Originality/value

In light of the qualitative findings, the study delves into the main pillars of integrated marketing philosophy, where the external focus on the customer is a sine qua non. Services marketing implementation is delineated into: applying internal marketing practices; periodically assessing employees’ perceptions; adopting market‐oriented behaviour; and measuring its impact on customers.

Details

Managing Service Quality: An International Journal, vol. 22 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

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