Quality perceptions in the financial services sector

Abstract

Argues that one theme that has emerged consistently in the recent services marketing literature is the importance of frontline employees in service delivery. The internal marketing concept is based on the belief that a firm’s internal market/employees can be motivated to strive for customer‐consciousness, market orientation and sales‐mindedness through the application of accepted external marketing approaches and principles. Considers in this study that these objectives could be achieved by marketing, among others, the service firm’s goals, objectives and values to frontline employees. A causal model was constructed which included organizational commitment (as an intervening variable), frontline employees’ own perceptions of the service quality they deliver, and the service quality their supervisors believe they deliver as endogenous latent variables. The model was empirically evaluated with data from frontline employees in the banking and insurance industries.

The Effects of Human Resource Capability and Internal Customer Satisfaction on Organizational Effectiveness

“…Multiple studies have confirmed the significantly positive relationship between affective commitment and service quality under varying contexts [11,48,49]. Thus, this study proposed the following: H5-1: Affective commitment significantly positively affects service quality.…”

The Role of Psychological Contracts within Internal Service Networks

“…Comparison cases could act as a way forward for building models that may possibly be generalised to a wider population. Whilst authors have tended to discuss employees willingness to 'go the extra mile' in terms of the employment exchange [Rousseau, 1995;Boshoff and Tait, 1996] and internal marketing activities, it is important to recognise that employees may also be driven by social exchange with colleagues. This suggests that employees find themselves in -at least -two exchange relationships.…”

An Exploratory Study of the Application of Internal Marketing in Professional Service Organizations

“…The proposition that organizations depend on employees to deliver quality services to compete and grow has been widely recognized in the services marketing literature (Gronroos, 1990;Boshoff & Tait, 1996;Zeithaml, Berry, & Parasuraman, 1996). Internal marketing (IM) refers to the way in which an organization motivates and educates its employees to behave in a customer-conscious or market-oriented manner through the application of marketing-like processes.…”