Internal marketing and supply chain management
Abstract
Presents a model of service quality which is based on both internal and external customer and supplier groups in supply chain partners. Two possible types of internal customers are proposed in intra‐firm inter‐departmental relationships and two types of interaction are proposed in inter‐firm inter‐departmental relationships. The management of these interactions using tools originally developed in the field of internal marketing is discussed and the implications for service quality between supply chain partners are explored. The use of SERVQUAL to monitor the quality of service provided across these interactions is discussed and a research agenda to test the propositions developed is presented.
Keywords
Citation
Lings, I.N. (2000), "Internal marketing and supply chain management", Journal of Services Marketing, Vol. 14 No. 1, pp. 27-43. https://doi.org/10.1108/08876040010309194
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited