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The Service Industries Journal Volume 31, 2011 - Issue 14
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Original Articles

Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study

Uchenna Paschal Anosike Wolverhampton Business School, University of Wolverhampton, Wolverhampton, UK
&
Riyad Eid Wolverhampton Business School, University of Wolverhampton, Wolverhampton, UKCorrespondence[email protected]
Pages 2487-2505 | Received 28 Nov 2009, Accepted 18 Jun 2010, Published online: 28 Sep 2010

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Ida Bagus Nyoman Udayana, Naili Farida, Ambar Lukitaningsih, Heru Kurnianto Tjahjono & Nuryakin. (2021) The important role of customer bonding capability to increase marketing performance in small and medium enterprises. Cogent Business & Management 8:1.
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Javier Morales Mediano & José L. Ruiz-Alba. (2019) New perspective on customer orientation of service employees: a conceptual framework. The Service Industries Journal 39:13-14, pages 966-982.
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Florin Mihoc, Timothy J. Wilkinson & Craig Hinnenkamp. (2016) What Sells in Romania: Performance or Relationships?. Journal of East-West Business 22:2, pages 77-96.
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Ai-Hsuan Chiang, Wun-Hwa Chen & Soushan Wu. (2015) Does high supply chain integration enhance customer response speed?. The Service Industries Journal 35:1-2, pages 24-43.
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Chun-Fang Chiang$suffix/text()$suffix/text() & Kuo-Ping Wu. (2014) The influences of internal service quality and job standardization on job satisfaction with supports as mediators: flight attendants at branch workplace. The International Journal of Human Resource Management 25:19, pages 2644-2666.
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Riyad Eid & Hatem El-Gohary. (2014) Testing and Validating Customer Relationship Management Implementation Constructs in Egyptian Tourism Organizations. Journal of Travel & Tourism Marketing 31:3, pages 344-365.
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Articles from other publishers (25)

Gavriel Dahan & Aviv Shoham. (2022) The relationship between strategic orientations and firm performance: is environmental munificence the missing link?. Journal of Strategy and Management 16:2, pages 264-281.
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Manfred BruhnManfred Bruhn. 2023. Quality Management for Services. Quality Management for Services 229 266 .
Manfred BruhnManfred Bruhn. 2023. Quality Management for Services. Quality Management for Services 3 19 .
Ida Bagus Nyoman Udayana. (2022) NICHE BASED RELATIONAL CAPABILITY TO INCREASE SALESPEOPLE PERFORMANCE IN SMALL AND MEDIUM ENTERPRISES. Business: Theory and Practice 23:1, pages 141-153.
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Rashin Kaviti & Osman M. Karatepe. (2022) Do Personality Variables Predict Job Embeddedness and Proclivity to Be Absent from Work?. International Journal of Mental Health Promotion 24:3, pages 331-345.
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Achilleas Boukis. (2021) A Critical Inquiry of the Internal Marketing Discourse And a Future Research Agenda. Journal of Customer Behaviour 20:1, pages 1-24.
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Riyad Eid, Hassan Selim & Yasser El-Kassrawy. (2020) Understanding citizen intention to use m-government services: an empirical study in the UAE. Transforming Government: People, Process and Policy 15:4, pages 463-482.
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Mehmet SEYHAN. (2021) İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı RolüThe Mediating Role of Organizational Belonging in the Effect of Internal Service Quality on Employee Performance. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD) 13:25, pages 413-428.
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Xiaoyi Wu, Jie Wang & Qian Ling. (2021) Managing internal service quality in hotels: Determinants and implications. Tourism Management 86, pages 104329.
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Ahmed Shaalan, Riyad Eid & Marwa Tourky. (2021) De-Linking From Western Epistemologies: Using Guanxi -Type Relationships to Attract and Retain Hotel Guests in the Middle East . Management and Organization Review, pages 1-33.
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Manfred BruhnManfred Bruhn. 2020. Qualitätsmanagement für Dienstleistungen. Qualitätsmanagement für Dienstleistungen 245 285 .
Manfred BruhnManfred Bruhn. 2020. Qualitätsmanagement für Dienstleistungen. Qualitätsmanagement für Dienstleistungen 3 21 .
Riyad Eid, Amna Al Zaabi, Rashed Alzahmi & Yasmeen Elsantil. (2019) Integrating internal branding antecedents, customer and job satisfaction in the public sector. International Journal of Organizational Analysis 27:5, pages 1480-1503.
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Xiaoyun Han, Shujie Fang, Lishan Xie & Junfeng Yang. (2019) Service fairness and customer satisfaction. Journal of Contemporary Marketing Science 2:1, pages 50-62.
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Kaushik Mukerjee & Ateeque Shaikh. (2019) Impact of customer orientation on word-of-mouth and cross-buying. Marketing Intelligence & Planning 37:1, pages 97-110.
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Manfred BruhnManfred Bruhn. 2019. Qualitätsmanagement für Dienstleistungen. Qualitätsmanagement für Dienstleistungen 245 285 .
Manfred BruhnManfred Bruhn. 2019. Qualitätsmanagement für Dienstleistungen. Qualitätsmanagement für Dienstleistungen 3 21 .
Jung-Yu Lai & Juite Wang. (2017) Exploring the impacts of perceived e-collaboration service convenience on new product development in Taiwanese IC design companies. Information Technology and Management 19:2, pages 107-120.
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Riyad Eid & Ali Ahmed Abdelkader. (2017) Customer Orientation Implementation Constructs in the Banking Sector. International Journal of Online Marketing 7:2, pages 1-22.
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Corina Braun & Karsten Hadwich. (2017) Determinants of perceived internal service complexity. European Business Review 29:1, pages 123-152.
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Manfred BruhnManfred Bruhn. 2016. Qualitätsmanagement für Dienstleistungen. Qualitätsmanagement für Dienstleistungen 227 266 .
Manfred BruhnManfred Bruhn. 2016. Qualitätsmanagement für Dienstleistungen. Qualitätsmanagement für Dienstleistungen 3 17 .
Karsten Hadwich & Corina Keller. (2016) Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen. Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung 67:2, pages 170-205.
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Karsten Hadwich & Corina Keller. 2014. Service Value als Werttreiber. Service Value als Werttreiber 351 373 .
Rachel W.Y. Yee, Andy C.L. Yeung, T.C. Edwin Cheng & Peter K.C. Lee. (2013) Market competitiveness and quality performance in high‐contact service industries. Industrial Management & Data Systems 113:4, pages 573-588.
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