How critical is internal customer orientation to market orientation?

Journal of Business Research

Volumn 51, Issue 1, 2001, Pages 11-24

  Conduit, Jodie ^a   Mavondo, Felix T ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

Internal customer orientation; Market orientation; Path model

Indexed keywords

EID: 0012546480     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0148-2963(99)00044-2     Document Type: Article

References (41)

1. Anderson P, Chambers T A reward/measurement model of organisational buying behavior. J Mark. 49:1985;7-23.
2. Atuahene-Gima K Market orientation and innovation. J Bus Res. 35:1996;93-103.
3. Balakrishnan S Benefits of customer and competitive orientations in industrial markets. Ind Mark Manage. 25:1996;257-269.
4. Berry LL The employee as customer. J Retail Banking. 3(1):1981;33-40.
5. Bowen DE, Schneider B Services marketing and management: implications for organisational behavior. Stow B, Cummings LL Research in Organisational Behavior. 1988;JAI Press, Greenwich, CT.
6. Business Review Weekly. Australia's top 1000 companies. October 21. 1996; 62-113.
7. Clampitt P, Downs C Employee perceptions of the relationship between communication and productivity. J Bus Commun. 30(1):1993;5-28.
8. Cole R, Bacdayan P, White BJ Quality, participation and competitiveness. Calif Manage Rev. 35(3):1993;68-81. (Spring).
9. Deshpande R, Farley J, Webster F Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. J Mark. 57(1):1993;23-37.
10. Diamantopoulos A, Hart S Linking market orientation and company performance: evidence on Kohli and Jaworski's Framework. J Strategic Mark. 1(2):1993;93-122.
11. Flipo JP Service firms: interdependence of external and internal marketing strategies. J Eur Mark. 20(8):1986;5-14.
12. Foreman S, Money A Internal marketing: concepts, measurement and application. J Mark Manage. 11:1995;755-768.
13. George W Internal marketing and organisational behavior: a partnership in developing customer-conscious employees at every level. J Bus Res. 20:1990;63-70.
14. Greenley G Market orientation and company performance: empirical evidence from UK companies. Br J Manage. 6(1):1995;1-13.
15. Gronroos C Internal marketing - an integral part of marketing theory. Donnelly JH, George WE Marketing of Services. American Marketing Association Proceedings Series. 1981;236-238.
16. Gronroos C Service Management and Marketing: Managing the Moments of Truth in Service Competition. 1990;Lexington Books, Lexington, MA.
17. Gummesson E The new marketing - developing long-term interactive relationships. Long Range Plan. 20(4):1987;10-20.
18. Hauser J, Simester D, Wernerfelt B Internal customers and internal suppliers. J Mark Res. XXXIII:1996;268-280. (August).
19. Jaworski B Toward a theory of marketing control: environmental context, control types, and consequences. J Mark. 52:1988;23-39.
20. Jaworski B, Kohli A Market orientation: antecedents and consequences. J Mark. 57:1993;53-70. (July).
21. Joreskog K, Sorbom D LISREL 7: A Guide to the Program and Application. 1989;SPSS, Chicago.
22. Kelly SW Developing customer orientation among service employees. J Academy Marketing Science. 20(1):1992;27-36.
23. Kohli A, Jaworski B Market orientation: the construct, research propositions, and managerial implications. J Mark. 54:1990;1-18. (April).
24. Lawler E, Rhode J Information and Control in Organisations. 1976;Goodyear Publishing, Pacific Palisades, CA.
25. Lukas B, Maignan I Striving for quality: the key role of internal and external customers. J Mark Focused Manage. 1:1996;175-187.
26. Lux D, Jex S, Hansen C Factors influencing employee perceptions of customer service climate. J Mark Focused Manage. 1:1996;65-86.
27. Matear S, Boshoff C, Gray B, Matheson P Models of Market Orientation: A Comparative Study. 8th World Marketing Congress Proceedings, Kuala Lumpur, Malaysia:1997.
28. Mohr-Jackson I Broadening the market orientation: an added focus on internal customers. Hum Resour Manage. 30(4):1991;455-467.
29. Narver JC, Slater SF The effect of a market orientation on business profitability. J Mark. 54:1990;20-35. (October).
30. Nunnally J Psychometric Theory. 1978;McGraw-Hill, New York.
31. Pelham A, Wilson P A longitudinal study of the impact of market structure, firm structure, strategy and market orientation culture on dimensions of small-firm performance. J Acad Mark Sci. 24(1):1996;27-43.
32. Piercy NF Customer satisfaction and the internal market: marketing our customers to our employees. J Marketing Practice: Applied Marketing Science. I(1):1995;22-44.
33. Prescott J, Kohli A, Venkatraman N Is the relationship between market share and business profitability spurious? An empirical assessment. Acad Manage Proc. 1986;32-36.
34. Reger R, Duhaime I, Stimprt J Deregulation, strategic choice, risk and financial performance. Strategic Manage J. 13:1992;189-204.
35. Ruekert RW Developing a market orientation: an organisational strategy perspective. Int J Res Mark. 9(3):1992;225-245.
36. Selnes F, Jaworski BJ, Kohli AK Market orientation in United States and Scandinavian companies. A cross-cultural study. Scandinavian J of Management. 12(2):1996;139-157.
37. Siguaw J, Brown G, Widing R The influence of the market orientation of the firm on sales force behavior and attitudes. J Mark Res. 31:1994;106-116. (February).
38. Siguaw J, Diamantopoulos A Measuring market orientation: some evidence on Narver and Slater's three component scale. J Strategic Mark. 3:1995;77-88.
39. Slater SF, Narver JC Does competitive environment moderate the market orientation-performance relationship? J Mark. 58(1):1994;46-55.
40. Slater SF, Narver JC Competitive strategy in the market-focused business. J Mark Focused Manage. 1:1996;159-174.
41. Webster FE Jr. The rediscovery of the marketing concept. Bus Horiz. 31(3):1988;29-39.