the accomplished researches show that in order to have better external service quality, the organizations need to have personnel (internal customers) responsibility to the objectives and visions of the organization and possess customer-oriented behaviors, and proper internal service (the satisfaction of departments with one another). in these times, after the consideration of internal marketing...

A taxonomy of performance measurement systems (PMS) is developed based on three dimensions, namely the design (mix of financial, customer, internal processes, innovation and learning measures), the use (monitoring, strategic decision making, attention focusing, legitimization), and the updating process. Three groups of PMS emerge: (i) outcomes surveillance mechanism, (ii) management support too...

Internal marketing has been applied to organizational employees to foster their shared understanding. This study proposes a multilevel model to depict the causal relationships of market orientation behavior (MOB) with internal marketing, knowledge integration, relationship quality, relational bond (RB), and organizational citizenship behavior (OCB). A total of 471 valid responses from employees...

This paper contributes to the literature on organizational change by examining organizations as social entities embedded in inter-organizational networks. In contrast with extant research that focuses on macro environmental and internal factors to explain organizational change, we put forth the social network surrounding the firm as a major driver of any change process. Specifically, we examine...