Optimising the internal value chain: Principles and practices

Journal of Management and Organization

Volumn 14, Issue 2, 2008, Pages 193-206

  Spence, Mark T ^a   Kale, Sudhir H ^a  

^a BOND UNIVERSITY   (Australia)

Author keywords

Internal marketing; Internal value chain; Moments of truth; Service blueprinting

Indexed keywords

EID: 50249142946     PISSN: 18333672     EISSN: None     Source Type: Journal    
DOI: 10.5172/jmo.837.14.2.193     Document Type: Article

References (43)

1. Baum SH (1990) Making your service blueprint pay off. The Journal of Services Marketing 4: 45-52.
2. Baumgartner H, Sujan M and Padgett D (1997) Patterns of affective reactions to advertisements: The integration of moment-to-moment responses to overall judgments, Journal of Marketing Research 34: 219-232.
3. Bansal HS, Mendelson MB and Sharma B (2001) The impact of internal marketing activities on external marketing outcomes, Journal of Quality Management 6: 61-76.
4. Berry LL and Parasuraman A (1992) Services marketing starts from within, Marketing Management Winter: 25-34.
5. Berthon, P, Ewing M and Hah LL (2005) Captivating company: Dimensions of attractiveness in employer branding, International Journal of Advertising 24: 151-172.
6. Bitner MJ (1990) Evaluating service encounters: The effects of physical surroundings and employee responses, Journal of Marketing 54: 69-82.
7. Bitner MJ (1992) Servicescapes: The impact of physical surroundings on customers and employees, Journal of Marketing 56: 57-71.
8. Booms, Bernard H and Bitner MJ (1982) Marketing services by managing the environment, Cornell Hotel and Restaurant Administrative Quarterly 23: 35-39.
9. Coase RH (1937) The nature of the firm, Econometrica 6: 386-405.
10. Cowhead DM and Levine DI (1992) Product quality and pay equity between lower-level employees and top management: an investigation of distributive justice theory, Adminhtrative Science Quarterly 37: 302-320.
11. Drake SM (2005) Light Their Fire: Using internal marketing to ignite employee performance and wow your customers, Kaplan Professional Group, Chicago, II.
12. Fredrickson BL and Kahneman D (1993), Duration neglect in retrospective evaluations of affective episodes, Journal of Personality and Social Psychology 65: 45-55.
13. Freiberg K and Freiberg J (1997) Nuts! Southwest Airlines' crazy recipe for business and personal success, Broadway Books, NY.
14. George W and Gibson B (1991) Blueprinting: A tool for managing quality in service, in Brown, S, Gummesson, E and Edvardsson, B (Eds) Service Quality: Multinational and multidisciplinary perspectives, pp. 73-91, Lexington Books, Lexington, USA.
15. Grapentine T (1998) The history and future of service quality assessment, Marketing Research 10: 5-20.
16. Hales C and Mecrate-Butcher J (1994) Internal marketing and human resource management in hotel consortia, International Journal of Hospitality Management 13: 313-326.
17. Henry R (2003) Retention One Key to Great ROE, accessed at http://www.vcgsoftware.com/pdf/wp_ROE_retention.pdf on 7 July 2006.
18. Heskett JL, Jones TO, Loveman GW, Sasser WE Jr and Schlesinger LA (1994) Putting the service-profit chain to work, Harvard Business Review 72: 164-175.
19. Kahneman D, Fredrickson BL, Schreiber CA and Redelmeier DA (1993) When more pain is preferred to less: adding a better end, Psychological Science 4: 401-405.
20. Kale SH (2003) CRM in gaming: It's no crap shoot! UNLV Gaming Research & Review Journal 7: 43-54.
21. Kale SH (2007) Internal marketing: an antidote for Macau's labour shortage, UNLV Gaming Research & Review Journal 11: 1-11.
22. Keiningham TL and Goddard MKM (1999) Customer delight and the bottom line, Marketing Management 8: 57-63.
23. Joseph WB (1996) Internal marketing builds service quality, Journal of Health Care Marketing 16: 54-64.
24. Kotler P and Keller KL (2006) Marketing Management, 12th edition, Pearson Prentice Hall, Upper Saddle River, NJ.
25. Lings IN (1999) Managing service quality with internal marketing schematics, Long Range Planning 32: 452-463.
26. Lings IN (2000) Internal marketing and supply chain management, Journal of Services Marketing 14: 27-43.
27. Lucas AF (2003) The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino, UNLV Gaming Research & Review Journal 7: 1-11.
28. Mayer KJ, Johnson L, Hu C and Chen S (1998) Gaming customer satisfaction: an exploratory study, Journal of Travel Research 37: 178-183.
29. O'Connell, M and Kung MC (2007) The cost of employee turnover, Industrial Management 49: 14-19.
30. Page R Jr and Spence MT (2003) Is there a relationship between product failure and customer loyalty? Marketing Update, Australian Marketing Institute, May.
31. Parasuraman A, Zeithaml V and Berry LL (1985) A conceptual model of service quality and the implications on for future research, Journal of Marketing 49: 41-51.
32. Parasuraman A, Zeithaml V and Berry LL (1988) SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality, Journal of Retailing Spring: 12-40.
33. Ross WT and Simonson I (1991) Evaluations of pairs of experiences: A preference for happy endings, Journal of Behavioral Decision Making 4:273-282.
34. Schwartz N (2000) Emotion, cognition and decision making, Cognition and Emotion 14: 433-440.
35. Shostack GL (1984) Designing services that deliver, Harvard Business Review January-February: 133-139.
36. Shostack GL (1987) Service positioning through structural change, Journal of Marketing 51: 34-43.
37. Shostack GL and Kingman Brundage J (1991) How to design service, in Congram, C and Friedman M (Eds), The AMA Handbook for the Services Industries, pp. 221-229, American Marketing Association, Chicago.
38. Singh J (2000) Performance productivity and quality of front-line employees in service organisations, Journal of Marketing 64: 15-34.
39. Sisodia RS, Wolfe DB and Sheth JN (2007) Firms of Endearment: How world-class companies profit from passion and purpose, Wharton School Publishing, Upper Saddle River NJ.
40. Teas RK (1983) Supervisory behaviour, role stress, and job satisfaction of industrial salespeople, Journal of Marketing Research 20: 84-91.
41. Varey C and Kahneman D (1992) Experiences extended across time: evaluation of moments and episodes, Journal of Behavioral Decision Making 5: 169-185.
42. Williamson O (1975) Markets and Hierarchy, The Free Press, NY.
43. Zeithaml VA, Bitner MJ and Gremler DD (2006) Services Marketing: Integrating Customer Focus Across the Firm (4th edn) McGraw-Hill Irwin, NY.