Sustaining Customer Relationships through Internal Relationship Marketing

Catherine Elizabeth Dodd

Sustaining Customer Relationships through Internal Relationship Marketing

Catherine Elizabeth Dodd

Research output: Book chapter/Published conference paper › Conference paper › peer-review

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Abstract

Relationship marketing involves the creation and distribution of value through mutual cooperation and independence (Sheth 1994). Internal relationship marketing centres on the internal market of the organisation and proposes that an organisation will not be successful on the external market if it has not first taken care of its internal customers. The purpose of this paper is to consider the role of internal relationship marketing in sustaining customer relationships through the presentation of findings from one business services organisation.

Original language	English
Title of host publication	3Rs
Subtitle of host publication	Reputation, Responsibility & Relevance (ANZMAC 2007)
Editors	Maree Thyne, Kenneth R Deans, Juergen Gnoth
Place of Publication	Dunedin, New Zealand
Publisher	University of Otago
Pages	3366-3371
Number of pages	6
ISBN (Electronic)	9781877156299
Publication status	Published - 2007
Event	Australian and New Zealand Marketing Academy Conference - University of Otago, Dunedin, New Zealand, New Zealand Duration: 03 Dec 2007 → 05 Dec 2007

Conference

Conference	Australian and New Zealand Marketing Academy Conference
Country/Territory	New Zealand
Period	03/12/07 → 05/12/07

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CSU289389Accepted author manuscript, 426 KB

Cite this

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title = "Sustaining Customer Relationships through Internal Relationship Marketing",

abstract = "Relationship marketing involves the creation and distribution of value through mutual cooperation and independence (Sheth 1994). Internal relationship marketing centres on the internal market of the organisation and proposes that an organisation will not be successful on the external market if it has not first taken care of its internal customers. The purpose of this paper is to consider the role of internal relationship marketing in sustaining customer relationships through the presentation of findings from one business services organisation.",

keywords = "Open access version available, Customer Relationships, Internal Marketing, Relationship Marketing",

author = "Dodd, {Catherine Elizabeth}",

note = "Imported on 03 May 2017 - DigiTool details were: publisher = Dunedin, New Zealand: University of Otago, 2007. editor/s (773b) = Thyne, Maree; Deans, Kenneth R ; Gnoth, Juergen; Event dates (773o) = 3-5 Dec 2007; Parent title (773t) = Australian and New Zealand Marketing Academy Conference.; Australian and New Zealand Marketing Academy Conference ; Conference date: 03-12-2007 Through 05-12-2007",

year = "2007",

language = "English",

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editor = "Maree Thyne and Deans, {Kenneth R} and Juergen Gnoth",

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publisher = "University of Otago",

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N1 - Imported on 03 May 2017 - DigiTool details were: publisher = Dunedin, New Zealand: University of Otago, 2007. editor/s (773b) = Thyne, Maree; Deans, Kenneth R ; Gnoth, Juergen; Event dates (773o) = 3-5 Dec 2007; Parent title (773t) = Australian and New Zealand Marketing Academy Conference.

PY - 2007

Y1 - 2007

N2 - Relationship marketing involves the creation and distribution of value through mutual cooperation and independence (Sheth 1994). Internal relationship marketing centres on the internal market of the organisation and proposes that an organisation will not be successful on the external market if it has not first taken care of its internal customers. The purpose of this paper is to consider the role of internal relationship marketing in sustaining customer relationships through the presentation of findings from one business services organisation.

AB - Relationship marketing involves the creation and distribution of value through mutual cooperation and independence (Sheth 1994). Internal relationship marketing centres on the internal market of the organisation and proposes that an organisation will not be successful on the external market if it has not first taken care of its internal customers. The purpose of this paper is to consider the role of internal relationship marketing in sustaining customer relationships through the presentation of findings from one business services organisation.

KW - Open access version available

KW - Customer Relationships

KW - Internal Marketing

KW - Relationship Marketing

M3 - Conference paper

SP - 3366

EP - 3371

BT - 3Rs

A2 - Thyne, Maree

A2 - Deans, Kenneth R

A2 - Gnoth, Juergen

PB - University of Otago

CY - Dunedin, New Zealand

T2 - Australian and New Zealand Marketing Academy Conference

Y2 - 3 December 2007 through 5 December 2007

ER -

Sustaining Customer Relationships through Internal Relationship Marketing

Abstract

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