메뉴 건너뛰기




Volumn 34, Issue 3-4, 2000, Pages 299-318

Modelling internal communications in the financial services sector

Author keywords

Banking; Employee communications; Financial services; Internal communications; Qualitative techniques

Indexed keywords


EID: 0242502219     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560010311867     Document Type: Article
Times cited : (77)

References (59)
  • 1
    • 0039771404 scopus 로고
    • How advertising affects employees
    • February
    • Acito, F. and Ford, J.D. (1980), “How advertising affects employees”, Business Horizons, Vol. 23, February, pp. 53‐9.
    • (1980) Business Horizons , vol.23 , pp. 53-59
    • Acito, F.1    Ford, J.D.2
  • 4
    • 3142511133 scopus 로고
    • Market oriented ethnography: interpretation building and marketing strategy formulation
    • November
    • Arnould, E.J. and Wallendorf, M(1994), “Market oriented ethnography: interpretation building and marketing strategy formulation”, Journal of Marketing Research, Vol. 31, November, pp. 484‐504.
    • (1994) Journal of Marketing Research , vol.31 , pp. 484-504
    • Arnould, E.J.1    Wallendorf, M.2
  • 5
    • 84986022220 scopus 로고
    • Marketing and competitive advantage: how to satisfy the customer profitably
    • January
    • Bennett, R. (1992), “Marketing and competitive advantage: how to satisfy the customer profitably”, Bank Marketing, January, pp. 36‐7.
    • (1992) Bank Marketing , pp. 36-37
    • Bennett, R.1
  • 6
    • 0002183869 scopus 로고
    • The employee as customer
    • Berry, L.L. (1981), “The employee as customer”, Journal of Retail Banking, Vol. 3 No. 1, pp. 271‐8.
    • (1981) Journal of Retail Banking , vol.3 , Issue.1 , pp. 271-278
    • Berry, L.L.1
  • 7
    • 0004297604 scopus 로고
    • Development in qualitative data analysis: an introduction
    • Bryman, A.Burgess, R. and,and (Eds), Routledge, London
    • Bryman, A. and Burgess, R.G. (1994), “Development in qualitative data analysis: an introduction”, in Bryman, A. and Burgess, R. (Eds), Analyzing Qualitative Data, Routledge, London, pp. 1‐17.
    • (1994) Analyzing Qualitative Data , pp. 1-17
    • Bryman, A.1    Burgess, R.G.2
  • 8
    • 84986037709 scopus 로고    scopus 로고
    • The effect of internal marketing on organisational commitment among retail bank managers
    • Caruana, A. and Celleya, P. (1998), “The effect of internal marketing on organisational commitment among retail bank managers”, International Journal of Bank Marketing, Vol. 16 No. 3, pp. 108‐16.
    • (1998) International Journal of Bank Marketing , vol.16 , Issue.3 , pp. 108-116
    • Caruana, A.1    Celleya, P.2
  • 10
    • 0039475632 scopus 로고    scopus 로고
    • Identity at issue: linkages between ‘internal’ and ‘external’ organizational communications
    • Jablin, F.M.Putnam, L.L. and,and (Eds), Sage Publications, Thousand Oaks, CA
    • Cheney, G. and Christensen, L.T. (1998), “Identity at issue: linkages between ‘internal’ and ‘external’ organizational communications”, in Jablin, F.M. and Putnam, L.L. (Eds), New Handbook of Organizational Communication, Sage Publications, Thousand Oaks, CA.
    • (1998) New Handbook of Organizational Communication
    • Cheney, G.1    Christensen, L.T.2
  • 14
    • 85133462748 scopus 로고    scopus 로고
    • How employee communication boosts profits
    • 28 November
    • Dowman, J. (1997), “How employee communication boosts profits”, PR Week, 28 November, pp. 11‐12.
    • (1997) PR Week , pp. 11-12
    • Dowman, J.1
  • 15
    • 0002572531 scopus 로고
    • Client perceptions of integrated marketing communications
    • Duncan, T. and Everett, S.E. (1993), “Client perceptions of integrated marketing communications”, Journal of Advertising Research, Vol. 33 No. 3, pp. 30‐9.
    • (1993) Journal of Advertising Research , vol.33 , Issue.3 , pp. 30-39
    • Duncan, T.1    Everett, S.E.2
  • 18
    • 33748196389 scopus 로고
    • Integration once again rears its not so ugly head
    • June 16
    • Finn, M. (1994), “Integration once again rears its not so ugly head”, Marketing, June 16.
    • (1994) Marketing
    • Finn, M.1
  • 19
    • 0040084454 scopus 로고
    • The role of conversations in producing intentional change in organizations
    • July
    • Ford, J.D. and Ford, L.W. (1995), “The role of conversations in producing intentional change in organizations”, Academy of Management Review, Vol. 20, July, pp. 541‐70.
    • (1995) Academy of Management Review , vol.20 , pp. 541-570
    • Ford, J.D.1    Ford, L.W.2
  • 20
    • 84899927428 scopus 로고    scopus 로고
    • IC and the healthy organisation
    • Scholes, E. (Ed.), Gower, Aldershot
    • Foreman, S. (1997), “IC and the healthy organisation”, in Scholes, E. (Ed.), Handbook of Internal Communication, Gower, Aldershot.
    • (1997) Handbook of Internal Communication
    • Foreman, S.1
  • 21
    • 33747372859 scopus 로고
    • Internal marketing and organizational behavior: a partnership in developing customer conscious employees at every level
    • George, W.R. (1990), “Internal marketing and organizational behavior: a partnership in developing customer conscious employees at every level”, Journal of Business Research, Vol. 20, pp. 63‐70.
    • (1990) Journal of Business Research , vol.20 , pp. 63-70
    • George, W.R.1
  • 22
    • 0003095942 scopus 로고
    • Guidelines for advertising services
    • July/August
    • George, W.R. and Berry, L.L. (1981), “Guidelines for advertising services”, Business Horizons, Vol. 24, July/August, pp. 52‐6.
    • (1981) Business Horizons , vol.24 , pp. 52-56
    • George, W.R.1    Berry, L.L.2
  • 23
    • 0005921767 scopus 로고
    • Developing customer conscious employees at every level – internal marketing
    • Congram, C.A.Friedman, M.L. and,and (Eds), AMACOM
    • George, W.R. and Grönroos, C. (1989), “Developing customer conscious employees at every level – internal marketing”, in Congram, C.A. and Friedman, M.L. (Eds), Handbook of Services Marketing, AMACOM.
    • (1989) Handbook of Services Marketing
    • George, W.R.1    Grönroos, C.2
  • 24
    • 0032373933 scopus 로고    scopus 로고
    • Advertising’s internal audience
    • January
    • Gilly, M.C. and Wolfinbarger, M. (1998), “Advertising’s internal audience”, Journal of Marketing, Vol. 62, January, pp. 69‐88.
    • (1998) Journal of Marketing , vol.62 , pp. 69-88
    • Gilly, M.C.1    Wolfinbarger, M.2
  • 25
    • 0002885633 scopus 로고
    • Symbols, scripts and sensemaking
    • Sims, H.P. (Ed.), Jossey Bass, San Francisco, CA
    • Gioia, D.A. (1986), “Symbols, scripts and sensemaking”, in Sims, H.P. (Ed.), The Thinking Organisation, Jossey Bass, San Francisco, CA, pp. 49‐74.
    • (1986) The Thinking Organisation , pp. 49-74
    • Gioia, D.A.1
  • 28
    • 0009025944 scopus 로고
    • Internal marketing – key to external marketing success
    • Greene, W.E., Walls, G.D. and Schrest, L.J. (1994), “Internal marketing – key to external marketing success”, Journal of Services Marketing, Vol. 8 No. 4, pp. 5‐13.
    • (1994) Journal of Services Marketing , vol.8 , Issue.4 , pp. 5-13
    • Greene, W.E.1    Walls, G.D.2    Schrest, L.J.3
  • 29
    • 0002667437 scopus 로고
    • Service quality: the six criteria of good perceived service quality
    • Winter
    • Grönroos, C. (1988), “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9 No. 3, Winter, pp. 10‐13.
    • (1988) Review of Business , vol.9 , Issue.3 , pp. 10-13
    • Grönroos, C.1
  • 30
    • 0041445102 scopus 로고
    • Facing the challenge of service competition: the economies of service
    • and (Eds), Assen, Maastricht
    • Grönroos, C. (1992), “Facing the challenge of service competition: the economies of service”, in Kunst, P. and Lemminck, J. (Eds), Quality Management in Services, Assen, Maastricht, pp. 129‐40.
    • (1992) Quality Management in Services , pp. 129-140
    • Grönroos, C.1
  • 31
    • 0002965559 scopus 로고
    • Competing paradigms in qualitative research
    • Denzin, N.Lincoln, Y. and,and (Eds), Sage Publications, Thousand Oaks, CA
    • Guba, I. and Lincoln, Y. (1994), “Competing paradigms in qualitative research”, in Denzin, N. and Lincoln, Y. (Eds), Handbook of Qualitative Research, Sage Publications, Thousand Oaks, CA.
    • (1994) Handbook of Qualitative Research
    • Guba, I.1    Lincoln, Y.2
  • 32
    • 33748168757 scopus 로고
    • How MPR adds value to integrated marketing communications
    • Summer
    • Harris, T.L. (1993), “How MPR adds value to integrated marketing communications”, Public Relations Quarterly, Summer, pp. 13‐18.
    • (1993) Public Relations Quarterly , pp. 13-18
    • Harris, T.L.1
  • 33
    • 22144483206 scopus 로고
    • What do your customers really think?
    • March
    • Hotchkiss, D. (1995), “What do your customers really think?”, Bank Marketing, March, pp. 13‐20.
    • (1995) Bank Marketing , pp. 13-20
    • Hotchkiss, D.1
  • 34
    • 0002923475 scopus 로고
    • Data management and analysis methods
    • Denzin, N.Lincoln, Y. and,and (Eds), Sage Publications, Thousand Oaks, CA
    • Huberman, M.A. and Miles, M.B. (1994), “Data management and analysis methods”, in Denzin, N. and Lincoln, Y. (Eds), Handbook of Qualitative Research, Sage Publications, Thousand Oaks, CA.
    • (1994) Handbook of Qualitative Research
    • Huberman, M.A.1    Miles, M.B.2
  • 35
    • 0011600747 scopus 로고
    • Integrated marketing: who’s in charge here?
    • 22 March
    • Hume, S. (1993), “Integrated marketing: who’s in charge here?”, Advertising Age, 22 March.
    • (1993) Advertising Age
    • Hume, S.1
  • 36
    • 0024760676 scopus 로고
    • The new managerial work
    • November/December
    • Kanter, R.M. (1989), “The new managerial work”, Harvard Business Review, November/December, pp. 85‐92.
    • (1989) Harvard Business Review , pp. 85-92
    • Kanter, R.M.1
  • 38
    • 0003048219 scopus 로고
    • Market orientation: the construct, research propositions, and managerial implications
    • April
    • Kohli, A.K. and Jaworski, B.J. (1990), “Market orientation: the construct, research propositions, and managerial implications”, Journal of Marketing, Vol. 54, April, pp. 1‐18.
    • (1990) Journal of Marketing , vol.54 , pp. 1-18
    • Kohli, A.K.1    Jaworski, B.J.2
  • 39
    • 85133415291 scopus 로고
    • Empowerment in action
    • McCarthy, B. (1994), “Empowerment in action”, Personnel Management, Vol. 26 No. 10, pp. 60‐1.
    • (1994) Personnel Management , vol.26 , Issue.10 , pp. 60-61
    • McCarthy, B.1
  • 40
    • 0003692496 scopus 로고
    • Butterworth‐Heinemann, Oxford
    • McDonald, M. (1995), Marketing Plans, Butterworth‐Heinemann, Oxford.
    • (1995) Marketing Plans
    • McDonald, M.1
  • 42
    • 84948214369 scopus 로고
    • unpublished research, Financial Shares Corporation, Chicago, IL
    • Morvis, G. (1984), “Reasons for customer shifts in banking”, unpublished research, Financial Shares Corporation, Chicago, IL.
    • (1984) Reasons for customer shifts in banking
    • Morvis, G.1
  • 44
    • 0008507626 scopus 로고
    • Analyzing together: recollections of a team approach
    • Bryman, A.Burgess, R. and,and (Eds), Routledge, London
    • Oleson, V., Droes, N., Hatton, D., Chico, N. and Schatzman, L. (1994), “Analyzing together: recollections of a team approach”, in Bryman, A. and Burgess, R. (Eds), Analyzing Qualitative Data, Routledge, London, pp. 111‐28.
    • (1994) Analyzing Qualitative Data , pp. 111-128
    • Oleson, V.1    Droes, N.2    Hatton, D.3    Chico, N.4    Schatzman, L.5
  • 45
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Fall
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41‐50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 46
    • 0001312089 scopus 로고
    • SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality
    • Spring
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, Spring, pp. 12‐37.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-37
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 47
    • 84986139364 scopus 로고    scopus 로고
    • The effect of customer satisfaction measurement: the internal market and the external market
    • Piercy, N.F. (1997), “The effect of customer satisfaction measurement: the internal market and the external market”, Marketing Intelligence & Planning, Vol. 14 No. 4, pp. 9‐15.
    • (1997) Marketing Intelligence & Planning , vol.14 , Issue.4 , pp. 9-15
    • Piercy, N.F.1
  • 48
    • 0000682714 scopus 로고
    • The marketing planning process: behavioral problems compared to analytical techniques in explaining marketing plan credibility
    • Piercy, N. and Morgan, N.A. (1994), “The marketing planning process: behavioral problems compared to analytical techniques in explaining marketing plan credibility”, Journal of Business Research, Vol. 29 No. 3, pp. 167‐78.
    • (1994) Journal of Business Research , vol.29 , Issue.3 , pp. 167-178
    • Piercy, N.1    Morgan, N.A.2
  • 50
    • 84893184652 scopus 로고
    • A decision sequence analysis of developments in marketing communication
    • January
    • Ray, M. (1973), “A decision sequence analysis of developments in marketing communication”, Journal of Marketing, Vol. 37, January, pp. 29‐38.
    • (1973) Journal of Marketing , vol.37 , pp. 29-38
    • Ray, M.1
  • 51
    • 0001107430 scopus 로고
    • Marketing’s interaction with other functional units: a conceptual framework and empirical evidence
    • January
    • Reukert, R.W. and Walker, O.C. (1987), “Marketing’s interaction with other functional units: a conceptual framework and empirical evidence”, Journal of Marketing, Vol. 51, January, pp. 1‐9.
    • (1987) Journal of Marketing , vol.51 , pp. 1-9
    • Reukert, R.W.1    Walker, O.C.2
  • 52
    • 0345224342 scopus 로고    scopus 로고
    • The strategic application of internal marketing – an investigation of UK banking
    • Sargeant, A. and Asif, S. (1998), “The strategic application of internal marketing – an investigation of UK banking”, International Journal of Bank Marketing, Vol. 16 No. 1, pp. 66‐79.
    • (1998) International Journal of Bank Marketing , vol.16 , Issue.1 , pp. 66-79
    • Sargeant, A.1    Asif, S.2
  • 54
  • 55
    • 1642440948 scopus 로고    scopus 로고
    • Protecting the corporate brand by orchestrated communication
    • Van Riel, C.B.M. (1997), “Protecting the corporate brand by orchestrated communication”, Journal of Brand Management, Vol. 4 No. 6, pp. 409‐18.
    • (1997) Journal of Brand Management , vol.4 , Issue.6 , pp. 409-418
    • Van Riel, C.B.M.1
  • 56
    • 0001791690 scopus 로고
    • Theorizing about organizational communication
    • Jablih, F.M.Putnam L.L.Roberts, K.H.Porter, L.W.and (Eds), Sage, Newbury Park, CA
    • Weick, K.E. (1987), “Theorizing about organizational communication” in Jablih, F.M., Putnam L.L., Roberts, K.H. and Porter, L.W. (Eds), Handbook of Organizational Communication, Sage, Newbury Park, CA, pp. 97‐122.
    • (1987) Handbook of Organizational Communication , pp. 97-122
    • Weick, K.E.1
  • 57
    • 84986850837 scopus 로고    scopus 로고
    • 1991
    • Fall
    • Wolfinbarger, M.F. and Gilly, M.C. (1991), “A conceptual model of the impact of advertising on service employees”, Psychology and Marketing, Vol. 8, Fall, pp. 215‐37.
    • Psychology and Marketing , vol.8 , pp. 215-237
    • Wolfinbarger, M.F.1    Gilly, M.C.2
  • 58
    • 38249001065 scopus 로고
    • Managing to communicate, communicating to manage: how leading companies communicate with employees
    • Summer
    • Young, M. and Post, J.E. (1993), “Managing to communicate, communicating to manage: how leading companies communicate with employees”, Organizational Dynamics, Summer, pp. 31‐43.
    • (1993) Organizational Dynamics , pp. 31-43
    • Young, M.1    Post, J.E.2
  • 59
    • 0030548125 scopus 로고    scopus 로고
    • The behavioral consequences of service quality
    • April
    • Zeithaml, V.A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, April, pp. 31‐46.
    • (1996) Journal of Marketing , vol.60 , pp. 31-46
    • Zeithaml, V.A.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.