Adoption and implementation of internal marketing systems by Ghanaian small- and medium-sized enterprises

Journal of African Business

Volumn 11, Issue 1, 2010, Pages 26-48

  Owusu Frimpong, Nana ^a   Martins, Albert ^a  

^a LONDON METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

Customers; Employees; Ghana; Implementation; Internal marketing; Organizations; Small and medium sized enterprises (SMEs)

Indexed keywords

CORPORATE STRATEGY; IMPLEMENTATION PROCESS; INDUSTRIAL DEVELOPMENT; INDUSTRIAL PERFORMANCE; MANUFACTURING; MARKETING; QUALITATIVE ANALYSIS; SMALL AND MEDIUM-SIZED ENTERPRISE; STAKEHOLDER;

GHANA;

EID: 77951170325     PISSN: 15228916     EISSN: 15229076     Source Type: Journal    
DOI: 10.1080/15228910903187999     Document Type: Article

References (53)

1. Adei, S. (2006, May 23). The direction of Ghana's SMES in the 21st Century. Ghana Business News Agency.
2. Ahmed, P. and Rafiq, M. (1993). The scope of internal marketing: Defining the boundary between marketing and human resource management. Journal of Marketing Management 9(3), 219-232.
3. Ahmed, P. and Rafiq, M. (1995). The role of internal marketing in the implementation of marketing strategies. Journal of Marketing Practice 1(4), 32-51.
4. Ahmed, P. and Rafiq, M. (2000). Advances in the internal marketing concept: Definition, synthesis and extension. Journal of Services Marketing 14(6), 449-462.
5. Ahmed, P. and Rafiq, M. (2003). Internal marketing issues and challenges. European Journal of Marketing 37(9), 1177-1186.
6. Anamuah-Mensah, J. (2006). The impact upon local development of digital inclusion for SMEs in Ghana. Connect-World, Africa & the Middle East pp. 24-29. Retrieved November 20, 2006, from www.connectworld.com/Articles/old_articles/Jophus/Anamuah-Mensah.htm
7. Asif, S. and Sargeant, A. (1998). The strategic application of internal marketing: An investigation of UK banking. The International Journal of Bank Marketing 16(2), 66-79.
8. Baah-Nuako, A., Jebuni, C. D., Uduro, A. D. and Asante, Y. (1996). Exporting manufacturers from Ghana: Is adjustment enough? University of Ghana and Overseas Institute, London
9. Ballantyne, D., Christopher, M. and Payne, A. (1995). Improving the quality of services marketing: Service (re)design is the critical link. Journal of Marketing Management 2(1), 7-24.
10. Barkham, R., Gudgin, G., Hart, M. and Hanvey, E. (1996). The determinants of small firm growth: As interregional study in the UK, 1986-1990 Jessica Kingsley, London
11. Berry, L. L. (1981). The employee as a customer. Journal of Retail Banking 3(1), 33-40.
12. Berry, L. L., Conant, J. S. and Parasuraman, A. (1991). A framework for conducting a services marketing audit. Journal of Academy of Marketing Sciences 19, 255-268.
13. Blankson, C. and Stokes, D. (2002). Marketing practice in the UK small business sector. International Thomson Business Press, London.
14. Brooksbank, R., Kirby, D. and Taylor, D. (2004). Marketing in 'saviour' medium-sized British manufacturing firms-1987-1997. European Business Review 16(3), 292-306.
15. Buatsi, S. N. (2002). Financing non-traditional exports in Ghana. Journal of Business & Industrial Marketing 17(6), 501-522.
16. Buatsi, S. N. (2003). SMEs and Ghana's international competitiveness. Legion Export Outlook 1(8), 9-11.
17. Cahill, D. (1995). The managerial implications of the learning organisation. Journal of Services Marketing 9(4), 43-51.
18. Caruana, A. and Calleya, P. (1998). The effect of internal marketing on organisational commitment among retail bank managers. International Journal of Bank Marketing 16(3), 108-116.
19. Collins, B. and Payne, A. (1991). The internal marketing: A new perspective for HRM. European Management Journal 9(3), 261-170.
20. Dana, J. (2000). Don't forget staff in marketing plans. Marketing News 34(6), 10-11.
21. Davis, T. (2001). Integrating internal marketing with participative management. Management Decision 29(2), 121-132.
22. Dzidzonu, C. (2005, July 6-7). Promoting Private Sector Development. Paper presented at the International Institute for Information Technology (INIIT). Conference, Accra, Ghana.
23. Ewing, M. T. and Caruana, A. (1999). An internal marketing approach to public sector management: The marketing and human resources interface. The International Journal of Public Sector Management 12(1), 17-26.
24. George, W. (1990). Internal marketing and organisational behaviour: A partnership in developing customer conscious employees at every level. Journal of Business Research 20(1), 63-70.
25. George, W. R. and Groumlnroos, C. Congram, C. A. and Friedman, L. (eds). (1989). Developing customer conscious employees at every level-internal marketing. Handbook of service marketing (pp. xx-xx). London.
26. Greene, W., Walls, G. and Schrest, L. (1994). Internal marketing: The key to external marketing success. Journal of Services Marketing 8(4), 5-13.
27. Greiner, L. E. (1972). Patterns of organisation change. Harvard Business Review 45, 119-130.
28. Groumlnroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision 32(2), 4-20.
29. Guaspari, J. (1991). Down with the internal customer, across the board). John Wiley, Chichester, UK
30. Hines, T. (2000). An evaluation of two qualitative methods (focus group interviews and cognitive maps). for conducting research into entrepreneurial decision making. Qualitative Market Research: An International Journal 3(1), 7-16.
31. Howe, R. J., Gaeddert, D. and Howe, M. A. (1992). Quality on trial. McGraw-Hill, London
32. Hunt, S. D. (1976). The nature and scope of marketing. Journal of Marketing 40:July, 17-28.
33. Kotler, P. (2000). Marketing management (the millennium edition). Prentice Hall, Upper Saddle River, NJ
34. th ed).Upper Saddle River, NJ: Pearson Education.
35. Lewis, B. and Varey, R. (1999). A broadened conception of internal marketing. European Journal of Marketing 33(9/10), 926-944.
36. Lings, I. (2000). Internal marketing management and supply chain management. Journal of Services Marketing 14, 27-43.
37. nd ed.). Upper Saddle River, NJ: Prentice Hall.
38. McLarty, R. (1998). Evidence of strategic marketing paradigm in a growing SME. Journal of Marketing Practice: Applied Marketing Science 4(4), 42-64.
39. Naude, P., Desai, J. and Murphy, J. (2003). Identifying the determinants of internal marketing orientation. European Journal of Marketing 37(9), 1205-1220.
40. Oregan, N. and Ghobadian, A. (2005). Innovation in SMEs: The impact of strategic orientation and environmental perceptions. International Journal of Productivity and Performance 54(2), 81-97.
41. Owusu-Frimpong, N. (2001). An evaluation of marketing practices in banks in Ghana. Journal of African Business 2(3), 75-91.
42. Owusu-Frimpong, N. and Martins, A. (2007, May 28-June 1). A study of internal marketing practices by SMEs in Ghana. Paper presented at the International Academy of African Business and Development Conference, London Metropolitan University.
43. Rafiq, M. and Ahmed, P. K. (1993). The scope of internal marketing: Defining the boundary between marketing and human resource management. Journal of Marketing Management 9, 219-232.
44. Rosenblunth, H. and Peters, D. (1992). The customer comes second: And other secrets of exceptional service. New York: William Morrow and Co.
45. Sargeant, A. and Asif, S. (1998). The strategic application of internal marketing: an investigation of UK Banking. International Journal of Bank Marketing 16(2), 66-79.
46. Saunders, M., Lewis, P. and Thornhill, A. (1997). Research methods for business students. London: Pitman Publishing.
47. Storey, D. J. (1994). Understanding the small business sector. London: International Thomson Business Press
48. Varey, R. (1995). Internal marketing: A review and some interdisciplinary research challenges. International Journal of Service Industry Management 6(1), 40-63.
49. Webb, J. R. (2000). Understanding and designing marketing research. London: International Thompson Business Press.
50. Wilson, A. (1995). The internal marketing of services: The new age surge. Logistics Information Management 8(4), 4-7.
51. Winston, E. and Dadzie, K. Q. (2007). Organisational culture in Cote d' Ivoire: Analysis of cultural types and firm performance. Journal of African Business 8(1), 99-112.
52. Wolldie, A., Leighton, P. and Adesua, A. (2006). Factors influencing SMEs: An exploratory study of owner/manager and firm characteristics. Proceedings of the International Academy of African Business and Development Conference Proceedings, Accra pp. 566-578.
53. Wong, K. and Aspinwall, E. (2005). An empirical study of the important factors for knowledge management adoption in the SME sector. Journal of Knowledge Management 9(3), 64-82.