Purpose This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established. Design/methodology/approach Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling. Findings The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks. Research limitations/implications This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking. Practical implications The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences. Originality/value The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

PurposeWithin the highly competitive clothing retail industry, retailers (both affordable and premium) need to consider which customer experience elements drive customer satisfaction and repurchase intentions. The purpose of this study is to determine whether customer expectations are different for various types of clothing retailers, and what customers specifically expect when purchasing from a retailer.Design/methodology/approachFor this study, a positivistic quantitative research design and a non-probability convenience sampling method were used. A total of 222 useable questionnaires were used to conduct descriptive statistics. Confirmatory factor analysis, structural equation modelling and multi-group analysis were run to test the hypotheses.FindingsThe results indicate that customers expect affordable retailers to provide them with convenience and to create a positive shopping experience, while premium clothing retailers should offer added-value and convenience. In addition, the presence of other customers influences the experience. For both groups, satisfaction was a predictor of loyalty, which, in turn, was a predictor of repurchase intentions.Originality/valueThe study is unique as it compares the customer expectations for satisfaction and repurchase intentions for both affordable retailers and premium retailers. The study is conducted in an emerging market context where the growth of the retailing industry is visible. By conducting this study, both affordable and premium clothing retailers are more informed with regards to their customer's expectations and how those expectations should be managed in order to ensure satisfaction and repurchase intention.

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There has been an increase in the demand for services in South Africa due to poor service delivery. Service providers in sectors such as the banking industry are recognised as those that deliver poor services. Customers' demand for better services has increased the level of interaction required between banking service providers and customers, but this interaction could lead to increased levels of frustration and negative emotions if the service is not provided correctly. This study therefore aims to identify the influence of a service failure on the emotions experienced by customers following service failure in the banking industry which could assist banks in developing more strategic marketing strategies focused on customer satisfaction, service recovery and customer retention. Data were gathered amongst customers of the Big 5 banks who had experienced a service failure with the bank using convenience sampling in the Gauteng area of South Africa. Results from the 281 useable questionnaires analysed using factor analysis and correlation testing reveal that any service failure significantly increases the negative emotions customers' experience. In most cases, customers experienced both external and situational emotions after experiencing the service failure by their bank such as anger, frustration and unhappiness. The study provides empirical evidence to bank marketers that a service failure will cause negative emotions amongst customers. This could then negatively impact the satisfaction levels of customers. Bank marketers therefore need to consider the negative emotions experienced by customers in their service recovery strategies such as apologising, providing compensation or ensuring the failure does not occur again in the future.

South African higher education institutions are faced with a number of challenges (Mushemeza, 2016), and as an important role player and service provider in society (PwC, 2013), higher education institutions should be enabled to respond proactively to societal needs and changes. Systems theory dictates that organisations (including higher education institutions) need to understand that they function within a system, and that all the areas within this system are interrelated and should work in synergy (Ingram, 2018). Mofokeng (2002:69) specifically argues for the importance of the role of the lecturer within higher education institutions, because they serve as important service providers in a people-intensive system. As an initial step towards understanding how universities can become more responsive to changing needs, this paper takes a systems perspective of a university. It opens with a focus on one unit: the role of the lecturer as an important service provider in this complex and interrelated system. The objectives of the study also include a service design perspective to understanding lecturers, and therefore focus predominantly on exploring and uncovering their overall experiences at a specific university in South Africa. The study makes use of a qualitative and exploratory research design, and presents findings from in-depth interviews conducted with eight lecturers. Data were analysed using an interpretative analytical perspective (Strauss & Corbin, 1990) and themes were developed. The main themes identified include 'Time management', 'Student concerns', and 'Teaching and research'. A framework demonstrating the interrelatedness of the themes, as well as the impact of the two themes, 'Time management' and 'Student concerns', on lecturers' core function (teaching and research) is presented. Recommendations focused on the removal of specific time-consuming duties, as well as the improvement of identified concerns about students, are proposed. The recommendations strive to provide initial solutions to optimising this specific unit in the greater complex system of a university structure.