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Article
Publication date: 1 July 1999

Marelise Pitt, Johan Bruwer, Deon Nel and Paul Berthon

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…

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.

Details

Management Research News, vol. 22 no. 7
Type: Research Article
ISSN: 0140-9174

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