Skip to main content

The Role of Internal Marketing in the Implementation of Marketing Strategies

  • Chapter
Internes Marketing

Part of the book series: Wissenschaft & Praxis ((WIPA))

Abstract

The field of marketing strategy can be divided into two arbitrary yet pertinent categories, namely strategy formulation and strategy implementation. The strategy field has highlighted the importance of “doing the right things rather than doing things right” (Tregoe/Zimmerman 1980)and thereby placed in centre stage the issue of formulating correct strategy. However, a good strategy incorrectly implemented leads to no real advantages in the market place. Recently this has led to growing concern from business academics, consultants and marketing executives alike to the issue of implementation. A persistent failing it seems is that marketing strategies are only superficially implemented, achieving the trappings of change but not the substance. Yet despite an increasing number of works arguing a case for implementation research (Bourgeois/Brodwin 1984; Nutt 1989; Cespedes 1991; Piercy 1992) the problem that continues to remain is the dearth of conceptual frameworks and analytical tools for the implementation of marketing strategy.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 59.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 79.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Aaker, D.A./Shansby, G.J (1982): Positioning Your Product, in: Business Horizons, Vol. 25, May-June, pp. 56–62.

    Article  Google Scholar 

  • Ahmed, P.K./Rafiq, M. (1995): The role of internal marketing in the implementation of marketing strategies, in: Journal of Marketing Practice: Applied Marketing Science, Vol. 1, No. 4, pp. 32–51.

    Article  Google Scholar 

  • Barnes, J..G. (1989): The Role of Internal Marketing. If the staff won’t buy it why should the customer?, in: Irish Marketing Review, Vol. 4, No. 2, pp. 11–21.

    Google Scholar 

  • Berry, L.L. (1981): The Employee as Customer, in: Journal of Retail Banking, Vol. 3, No. 3, pp. 25–28.

    Google Scholar 

  • Berry, L.L. (1984): The employee as customer, in: Lovelock, C. (ed.): Services Marketing, Englewood Cliffs, pp. 272–278.

    Google Scholar 

  • Berry, L.L./Parasuraman, A. (1991): Marketing Services. Competing through Quality, New York.

    Google Scholar 

  • Booms, B.H./Bitner, M.J. (1981): Marketing Strategies and Organisation Structures for the Service Firms, in: Donnelley, J.H./George, W.R. (eds.): Marketing of Services, Chicago, pp. 47–52.

    Google Scholar 

  • Bourgeois, L.J./Brodwin, D.R. (1984): Strategic Implementation. Five Approaches to an Elusive Phenomenon, in: Strategic Management Journal, Vol. 5, pp. 241–264.

    Article  Google Scholar 

  • Cespedes, F. V. (1991): Organising and Implementing the Marketing Effort. Text and Cases, New York.

    Google Scholar 

  • Collins, B./Payne, A. (1991): Internal Marketing: A New Perspective for HRM, in: European Management Journal, Vol. 9, No. 3, pp. 261–270.

    Article  Google Scholar 

  • Davies, M.A.P. (1993): Repositioning Internal Evaluation of a Service: A case Approach, in: Proceedings of the Marketing Education Group Conference, Loughborough University of Technology, July 1993, pp. 210–219.

    Google Scholar 

  • Flipo, J.-P. (1986): Service Firms: interdependence of external and internal marketing strategies, in: Journal of European Marketing, Vol. 20, No. 8, pp. 5–14.

    Article  Google Scholar 

  • George, W.R. (1977): The Retailing of Services — A Challenging Future, in: Journal of Retailing, Vol. 53, No. 3, pp. 85–98.

    Google Scholar 

  • George, W.R. (1990): Internal Marketing and Organisational Behaviour. A Partnership in Developing Customer-Conscious Employees at Every Level, in: Journal of Business Research, Vol. 20, No. 1, pp. 63–70.

    Article  Google Scholar 

  • Giddens, A. (1979): Central Problems in Social Theory, London.

    Google Scholar 

  • Grönroos, C. (1981): Internal Marketing — an Integral Part of Marketing Theory, in: Donnelly, J.H./George, W.R. (eds): Marketing of Services, Chicago, pp. 236–238.

    Google Scholar 

  • Grönroos, C. (1985): Internal Marketing. Theory and Practice, in: Bloch, T.M./Upah, G. D./Zeithaml, V.A. (eds): Services Marketing in a Changing Environment, Chicago, pp. 41–47.

    Google Scholar 

  • Hoffman, D.K./Ingram, T.N. (1991): Creating Customer Orientated Employees. The Case in Home Health Care, in: Journal of Health Care Marketing, Vol. 11, June, pp. 24–32.

    Google Scholar 

  • Hughes, D. (1993): BMW Rolls Royce Wins Global Express Competition, in: Aviation Week and Space Technology, Vol. 138, No. 12, pp. 58–59.

    Google Scholar 

  • MacStravic, R.S. (1985): Internal Marketing for Hospitals, in: Health Quarterly Marketing, Vol. 3, No. 2–3, pp. 47–54.

    Article  Google Scholar 

  • Nutt, P.C. (1989): Selecting Tactics to Implement Strategic Plans, in: Strategic Management Journal, Vol. 10, pp. 145–161.

    Article  Google Scholar 

  • Piercy, N.F. (1992): Market-Led Strategic Change, Oxford.

    Google Scholar 

  • Piercy, N.F. (1995): Customer satisfaction and the internal market: Marketing our customers to our employees, in: Journal of Marketing Practice: Applied Marketing Science, Vol. 1, No. 1, pp. 22–44.

    Article  Google Scholar 

  • Piercy, N.F./Morgan, N. (1991): Internal Marketing. The Missing Half of the Marketing Programme, in: Long Range Planning, Vol. 24, No. 2, pp. 82–93.

    Article  Google Scholar 

  • Rafiq, M./Ahmed, P.K. (1993): The Scope of Internal Marketing: defining the Boundary between Marketing and Human Resource Management, in: Journal of Marketing Management, Vol. 9, pp. 219–232.

    Article  Google Scholar 

  • Rosenbloom, B. (1991): Marketing Channels. A Management View, Orlando.

    Google Scholar 

  • Sasser, W.E./Arbeit, S.F. (1976): Selling Jobs in the Service Sector, in: Business Horizons, Vol. 19, June, pp. 61–62.

    Article  Google Scholar 

  • Smircich, L. (1983): Concepts of Culture and Organisational Analysis, in: Administrative Science Quarterly, Vol. 28, No. 3, pp. 339–358.

    Article  Google Scholar 

  • Stern, L.W./El-Ansary, A.I. (1992): Marketing Channels, Englewood Cliffs.

    Google Scholar 

  • Tregoe, B.B./Zimmerman, J. W. (1980): Top Management Strategy, New York.

    Google Scholar 

  • Turner, B. (1986): Sociological Aspects of Organisational Symbolism, in: Organisation Studies, Vol. 7, pp. 101–115.

    Article  Google Scholar 

  • Winter, J.P. (1985): Getting Your House in Order With Internal Marketing. A Marketing Prerequisite, in: Health Marketing Quarterly, Vol. 3, No. 1, pp. 69–77.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 1999 Springer Fachmedien Wiesbaden

About this chapter

Cite this chapter

Ahmed, P.K., Rafiq, M. (1999). The Role of Internal Marketing in the Implementation of Marketing Strategies. In: Bruhn, M. (eds) Internes Marketing. Wissenschaft & Praxis. Gabler Verlag, Wiesbaden. https://doi.org/10.1007/978-3-663-05973-8_20

Download citation

  • DOI: https://doi.org/10.1007/978-3-663-05973-8_20

  • Publisher Name: Gabler Verlag, Wiesbaden

  • Print ISBN: 978-3-663-05974-5

  • Online ISBN: 978-3-663-05973-8

  • eBook Packages: Springer Book Archive

Publish with us

Policies and ethics