{"id":"https://openalex.org/W2006285564","doi":"https://doi.org/10.1016/0019-8501(92)90038-u","title":"Internal marketing of a service","display_name":"Internal marketing of a service","publication_year":1992,"publication_date":"1992-11-01","ids":{"openalex":"https://openalex.org/W2006285564","doi":"https://doi.org/10.1016/0019-8501(92)90038-u","mag":"2006285564"},"language":"en","primary_location":{"id":"doi:10.1016/0019-8501(92)90038-u","doi":"https://doi.org/10.1016/0019-8501(92)90038-u","is_oa":false,"landing_page_url":"https://doi.org/10.1016/0019-8501(92)90038-u","pdf_url":null,"source":{"id":"https://openalex.org/S31748134","display_name":"Industrial Marketing Management","issn_l":"0019-8501","issn":["0019-8501","1873-2062"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Marketing Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5046637538","display_name":"Gilbert D. Harrell","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I87216513","display_name":"Michigan State University","ror":"https://ror.org/05hs6h993","country_code":"US","type":"education","lineage":["https://openalex.org/I87216513"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Gilbert D. Harrell","raw_affiliation_strings":["GILBERT D. HARRELL is Professor of Marketing at Michigan State University, East Lansing, Michigan, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"GILBERT D. HARRELL is Professor of Marketing at Michigan State University, East Lansing, Michigan, USA","institution_ids":["https://openalex.org/I87216513"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5053569518","display_name":"Matthew F. Fors","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Matthew F. Fors","raw_affiliation_strings":["MATTHEW F. FORS is Executive Vice President of Harrell and Associates, Okemos, Michigan, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"MATTHEW F. FORS is Executive Vice President of Harrell and Associates, Okemos, Michigan, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5046637538"],"corresponding_institution_ids":["https://openalex.org/I87216513"],"apc_list":{"value":3990,"currency":"USD","value_usd":3990},"apc_paid":null,"fwci":7.0563,"has_fulltext":false,"cited_by_count":54,"citation_normalized_percentile":{"value":0.95806452,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"21","issue":"4","first_page":"299","last_page":"306"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.4690000116825104,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.4690000116825104,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.3212999999523163,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11726","display_name":"Organizational Management and Innovation","score":0.05649999901652336,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/internal-marketing","display_name":"internal marketing","score":0.9990000128746033},{"id":"https://openalex.org/keywords/in-house-services","display_name":"in-house services","score":0.7549999952316284},{"id":"https://openalex.org/keywords/internal-customers","display_name":"internal customers","score":0.6299999952316284},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7390000224113464},{"id":"https://openalex.org/keywords/managerial-expectations","display_name":"managerial expectations","score":0.6190000176429749},{"id":"https://openalex.org/keywords/organizational-capabilities","display_name":"organizational capabilities","score":0.44699999690055847}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7482687830924988},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.664668083190918},{"id":"https://openalex.org/C30455989","wikidata":"https://www.wikidata.org/wiki/Q1047494","display_name":"Domestic market","level":2,"score":0.5535206198692322},{"id":"https://openalex.org/C2992103800","wikidata":"https://www.wikidata.org/wiki/Q792530","display_name":"Internal marketing","level":2,"score":0.5123873353004456},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5111716389656067},{"id":"https://openalex.org/C48891531","wikidata":"https://www.wikidata.org/wiki/Q1141436","display_name":"Marketing research","level":2,"score":0.5088574886322021},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5044595003128052},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.4411434531211853},{"id":"https://openalex.org/C122637931","wikidata":"https://www.wikidata.org/wiki/Q118084","display_name":"Unit (ring theory)","level":2,"score":0.4387321174144745},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.42267197370529175},{"id":"https://openalex.org/C2780795282","wikidata":"https://www.wikidata.org/wiki/Q1221094","display_name":"Services marketing","level":3,"score":0.4221772849559784},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.32636767625808716},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C155202549","wikidata":"https://www.wikidata.org/wiki/Q178803","display_name":"International trade","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C145420912","wikidata":"https://www.wikidata.org/wiki/Q853077","display_name":"Mathematics education","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/0019-8501(92)90038-u","doi":"https://doi.org/10.1016/0019-8501(92)90038-u","is_oa":false,"landing_page_url":"https://doi.org/10.1016/0019-8501(92)90038-u","pdf_url":null,"source":{"id":"https://openalex.org/S31748134","display_name":"Industrial Marketing Management","issn_l":"0019-8501","issn":["0019-8501","1873-2062"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Marketing Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":4,"referenced_works":["https://openalex.org/W1978831529","https://openalex.org/W2059766174","https://openalex.org/W2064889128","https://openalex.org/W2094262999"],"related_works":["https://openalex.org/W1964239805","https://openalex.org/W7144145176","https://openalex.org/W2330819779","https://openalex.org/W4250128637","https://openalex.org/W4239893895","https://openalex.org/W2222212973","https://openalex.org/W2052254611","https://openalex.org/W2044603091","https://openalex.org/W2031905206","https://openalex.org/W4402911643"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2016-06-24T00:00:00"}