Difference between internal marketing and relationship

difference between internal marketing and relationship

Learn when and how an organization employs the marketing strategy: Internal Marketing. Who are the individuals developing Internal Marketing plans and learn. What is internal marketing, why is it so important and how can checklists of actions to be taken, but because of cultural differences, such. Internal marketing is the process of motivating and empowering the employees relationships between employees, their management and the.

Due to difficulty of reaching both societies a sample representing each society by itself will be chosen from banks workers and banks customers. It is clear from statistical analysis results that the administration of Commercial Banks working in Jordan, the research sample, gives a great attention to develop human resources, because it obtained the highest evaluation from the point of view of employees of 0. Marketing data publication was in the second place, of 0.

The last place was occupied by banking service culture and obtained only 0. From this, the researcher concluded that there is negligence in publication the banking service culture among employees, in spite of obtaining an average higher than general average. As for internal marketing procedures evaluation from the point of employees, it was positive, because it obtained an average higher than measure means average 3 with 3.

The strange thing in the point of view of the researcher is that the paragraph that obtained number one, that is the highest positive evaluation from the point of view of employees is: But after making use of banking service, it increased and reached 0. This is an indicator that is somehow accepted. Statistical analysis results point out that tangibles dimension won positive evaluation from the point in Jordan where it obtained a difference higher than average of 0. The best item that obtained the highest percentage which states that employees in Commercial Banks working in Jordan perform their services entrusted to them will from the first time.

This means that banks employees study sample respond to their customers demands and are able to satisfy them. This conforms with Al-Tamimi study Here, we should point out that the item that obtained more than one in evaluation compared with average after making use to 4. This means that empathy dimension has obtained positive evaluation by 0.

Internal Marketing | What is Internal Marketing?

It is obvious from statistical analysis results that level of satisfaction by customers of Commercial Banks working in Jordan has positive, since it reached 4. The item whose evaluation was positive and more than one measuring by average before making use of banking service that is the bank does not disappoint me during period of dealing with it. This is a positive indicator for nature of relationship between banks and their customers.

Implications The idea of creation and cultivation of internal marketing allows for a change in the Banks where new set of goals and institutional objectives may be created Wasmer and Bruner II, While backlash may result for employees and the importance of timing to implement these changes is a major issue, this concept allows for the improvement of communication, departmental interaction, and if accomplished provide profitability for the Bank and fulfill the needs of employees.

The integration of the ideas discussed must be accomplished in order to obtain success. The internal marketing plan must be implemented by top management, human resources, and marketing and supported by all areas. All employees must be treated as customers, this means the creation of specifications, the creation of awareness, and the identification of expectations through market research.

The results of this research will allow the banks and other organizations to segment the population and tailor specific strategies to each segment; the procedures ISSN X E-ISSN www. Once the segments are identified the communication of information is important and this includes additional training for all employees to develop competence, the creation of interdepartmental teams in order to build relationships, and the allowance for appraisal and feedback from within various levels of the organization.

The unification of departments will allow suppliers to make necessary changes, establish a level of service quality, support quality improvement, and establish a level of customer consciousness. Follow-up research must be conducted in order to determine effectiveness and assist in the recognition in changes of the environment Hogg et al.

difference between internal marketing and relationship

In order for proper implementation to occur the focus must evolve around frontline employees and the process must start with senior leadership and a proper physical environment. The best method to influence employees involves strategic awards, other incentives, and individual empowerment to make decisions without the assistance of upper management Ahmed et al.

Ballantyne stated a successful internal marketing campaign satisfies the interests of the individual member and organization. Therefore, mutual value must exist, it must be transparent, perceived as fair, co-created through interaction, and continually increasing. The difference between this and external marketing is the fact it is continually co-created over time.

If these ideas are properly.

difference between internal marketing and relationship

Effect of the service quality on profitability and customer satisfaction in the Jordanian Commercial Banks: Internal marketing issues and challenges. European Journal of Marketing, 37 9 Internal Marketing and the mediating role of organisational competencies. Quality and customer satisfaction and its impact in determining marketing strategies for service banking: Employees evaluations of service quality at banks and credit unions, The International Journal of Banking, 19 4 The strengths and weaknesses of internal marketing, in Varey, R.

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difference between internal marketing and relationship

A relationship-mediated theory of internal marketing. Improving the quality of services marketing: Service Re design is the critical link.

difference between internal marketing and relationship

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difference between internal marketing and relationship

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International Journal of Bank Marketing, 16 7 Services Marketing ,entrance of a strategic, functional, practical, Amman, Jordan: Everyone from a sales clerk to an over-the-phone tech support specialist helps to shape that customer's experience.

Therefore, customer satisfaction is deeply dependent on the performance of a company's staff. See also Call Center Marketing For example, Apple has a unique organizational culture that emphasizes innovation, creativity, and expertise.

In order to promote this culture, they are highly selective when they recruit employees and extremely thorough when they train them. Apple realizes that the best way to promote the image of their brand is for every employee, particularly the ones who work with customers, to accurately represent that image. Anyone who has been to an Apple store knows that the employees are experts in the products they sell and are willing to answer an endless number of questions.

They are smart, accessible, and knowledgeable, positively reflecting the company company as a whole. Human resources professionals typically spearhead internal marketing campaigns. Since internal marketing focuses on leveraging the value of employees, strong communication between the company and the employees is crucial.

Their primary responsibility will be to disseminate information about the company's goals and strategies, and to provide training and support to help employees achieve those goals. Creating Incentives Most internal marketing efforts provide incentives for their employees to hit certain targets.

It is important that this incentive be something that actually motivates people. A survey by Harris Interactive asked respondents what bonuses they most wanted to receive from their companies around the holiday season.

The survey reveals that people are best motivated by making more money and least motivated by company parties. Information like this is important for companies trying to create an enthusiastic workforce. Who Employs Internal Marketing? Strictly speaking, any company can implement an internal marketing campaign. Even the smallest businesses will want to train employees to project the vision and goals of the business.

Think of a small bakery that trains its staff to greet customers with a smile and a positive attitude when providing service. Aligning the attitudes of employees with the mission of the business is crucial for any company that wants to engage with their customers.

It is typically larger firms, however, that are most invested in internal marketing strategies. Because they have so many more employees, often working in disconnected departments and offices, it is more challenging to enforce a company-wide culture.

Retailers, restaurant chains, and other companies that interact with large numbers of customers will be particularly interested in internal marketing. They need to create an organizational culture that extends throughout the company and projects outward to customers. Internal Marketing Tactics Identify every area where the organization comes into contact with the marketplace Allow top performers to provide feedback on internal marketing and HR issues Use newsletters or in-house radio programs to spread information and reinforce organizational culture Make the marketing strategy a feature of employee training programs Provide access to information as frequently as possible.

Create performance-based incentives Provide comprehensive and ongoing training programs for employees at every level Position the brand as part of a narrative that employees can relate to and participate in Use technological tools like blogs, message boards, and wikis to spread information Tailor internal marketing messages to each department.

Messages to salespeople will be different than messages aimed at IT staff. Highlight success like new contracts awarded or sales targets met Encourage collaboration between departments How is an Internal Marketing Plan Developed and Implemented?

Internal marketing is one of the most complicated forms of marketing there is. It involves creating persuasive and informative messages that resonate with every department and employee within a company. The best way to conduct internal marketing in an effective way is to create a comprehensive plan.

For example, consider Wachovia, one of the five largest banks in America. The bank was formed in the year after two smaller banks merged, creating a large bank that suddenly had to create a brand identity for themselves and instill that identity in a much larger new workforce.

To help them reinforce a company-wide image, they developed an internal marketing plan that has had positive results. Benefits of Internal Marketing Encourages employees in every department of the company to perform better Empowers employees by giving them accountability and responsibility Creates a common understanding of organizational goals and strategies Places value on the employees contribution to the company Helps non marketing staff to do their jobs with a marketing focus in mind Improves employee development and customer retention Integrates the organizational culture with the employees personal and professional needs Allows different departments to coordinate and cooperate effectively Information flows effectively between different departments Employees understand the expectations placed on them The first step of any plan is to identify clear goals for the internal marketing strategy.

Relationship between Marketing and Operations Departments (complete version)

This could be anything from increasing awareness of a new marketing strategy to promoting brand awareness amongst employees. In the case of Wachovia, their goal was to provide superior and seamless customer service as they went through their merger.

Once the goals have been identified, plans can be developed to meet those goals. These can be complicated and comprehensive, or relatively simple. If a company wants to promote awareness of a new product they might deliver presentations at staff meetings. But if they need to fundamentally change the culture of their company they may need to add staff, reorganize departments, or develop new product lines.

In the case of Wachovia, exceptional customer service was their end goal. They did this by providing comprehensive training programs, and using new technologies to improve efficiency.

Their staff was prepared to meet the expectations placed on them after the merger. Before the plan is put into action, employees need to be educated on its aims and goals. Everyone in the company must know what the goals of the plan are and how they are going to be achieved.