The influence of internal market orientation on external outcomes

Edo, Vicent Tortosa; Llorens-Monzonís, Jaume; Tena, Miguel Ángel Moliner; García, Javiér Sánchez

doi:10.1108/jstp-11-2013-0259

Cited by 26 publications

(35 citation statements)

References 144 publications

(161 reference statements)

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“…To prevent significant interviewer effect in the results we followed Hox's (1994) recommendation to use the Kish (1962) intraclass correlation coefficient (ICC). Our results were close to 0.031, as recommended by the literature for face-to-face surveys (Groves, 2004;Davis et al, 2010;Tortosa et al, 2015).…”

Section: Data Collection and Samplesupporting

confidence: 88%

Improving relationship quality during the crisis

Guillén

Monferrer

Tena

2018

The Service Industries Journal

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The severe economic crisis in Spain has had a considerable impact on the financial sector and has led to deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with serious emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions, many of them negative, and this management has affected their perceived quality of their relationship with their bank. Sobre esta base, in this article desarrollamos un planteamiento teórico inicial en el que se plantea como hipótesis de partida la influencia de customers' emotional intelligence sobre relationship quality. Adicionalmente, se plantea el estudio de las posibles interrelaciones existentes entre las tres variables que conforman the macro-construct of relationship quality, made up of satisfaction, trust and loyalty. Results from a sample of 1125 customers in a study using structural equations models nos permiten confirm all these relationships in a reflection on the need to generate marketing strategies that can maximise customers' positive emotional performance. Banks'more traditional strategies must therefore be reviewed, with efforts particularly focusing on the most tangible aspects of the service, creating emotionally attractive banking environments.

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Section: Data Collection and Samplesupporting

confidence: 88%

Improving relationship quality during the crisis

Guillén

Monferrer

Tena

2018

The Service Industries Journal

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“…Moreover, following Hox (1994) we used the intraclass correlation coefficient (ICC) to avoid significant interviewer effect in the results. The ICC results were close to 0.031, as recommended by the literature for face-to-face surveys (Groves, 2004;Davis et al, 2010;Tortosa et al, 2015).…”

Section: Study Approach and Research Methods 31 Data Collection And Ssupporting

confidence: 80%

CSR marketing outcomes and branch managers’ perceptions of CSR

Tena

Monferrer

Guillén

2019

IJBM

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Purpose -The purpose of this paper is to analyze the role of bank branch managers' perceptions of corporate social responsibility (CSR) in CSR marketing outcomes. Design/methodology/approach -The paper proposes a causal model establishing that managers' perceptions of CSR influence the perception of CSR held by the branch's customers, which in turn directly affects customer satisfaction, customer trust, customer engagement and customer loyalty. The unit of analysis in this quantitative study is the bank branch. Two questionnaires were administered: one to branch managers and another to five customers in each branch. Findings -Branch managers' perceptions of CSR have a marked influence on customers' perceptions of CSR, which again have a notable impact on the relationship variables studied: customer satisfaction, customer trust, customer engagement and customer loyalty.Research limitations/implications -The sample was taken from two banks in the same country (Spain) and only five customers were interviewed in each branch. The type of customers analyzed should be taken into account since a growing number of customers now carry out all of their banking online and are less likely to visit their branch. Practical implications -The results highlight the importance of adopting socially responsible actions not only in the bank as a whole, but also in individual branches. It would, therefore, seem crucial for high level bank executives not only to involve branch managers in the bank's CSR strategy, but also to empower them to undertake CSR actions that involve the customers and local community with which they interact. Originality/value -First, the paper reveals the differences within the same organization in the way its CSR strategy is implemented. Second, intermediary figures or supervisors are shown to have a key role in ensuring the organization's CSR strategy is effective. Third, the study emphasizes the importance of customers' perception of CSR in achieving the main outcomes of relationship marketing (satisfaction, trust, engagement and loyalty). Fourth, the methodology applied in the study is innovative in its construction of dyads in which the branch is the unit of analysis, enabling a comparison between the manager's perceptions of CSR with that of five customers from the same branch. Fifth, the findings add to the knowledge of a particularly relevant sector in the recent economic crisis, namely, the retail banking industry.

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“…The latter can be particularly important for international businesses operating in service industries. These findings are well-documented in the literature and explain the rationale behind creating, improving, and maintaining employee job satisfaction (Ruizalba et al, 2014;Tortosa-Edo, 2015). In line with these previous inferences, we posit that: H 2 : iIMO will produce a positive effect on employee job satisfaction in international business organisations.…”

Section: The Consequences Of Iimo Implementationsupporting

confidence: 84%

“…ICTs denote this integrating element in the proposed iIMO framework. Second, we simplified the proposed theoretical model by amalgamating previously separated first-order latent variables, namely communications between employees and communications between the HR department and employees (Tortosa-Edo et al, 2015) into the single latent iIMO model construct labeled interior communications. Such an assumption is grounded in the role of informal communications between employees who may absorb the disseminated internal market intelligence, then comprehend, transcode and interpret it in a way not akin to the managers' viewpoint when conveying the information to their fellow current or former employees.…”

Section: The Antecedents Of Iimomentioning

confidence: 99%

The nexus of internal market orientation and international HR management

Kazakov

Luis²

2021

EJIM

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This paper examines Internal Market Orientation (IMO) in the context of international businesses (Multinational Corporations, MNCs) that execute international human resources management (IHRM) to manage their workforce overseas. Grounded in conventional IMO theory, this study suggests a novel iIMO framework that introduces the utilisation of ICTs in IMO and sets business performance metrics as an outcome of iIMO implementation. The viability of the iIMO model was verified following empirical research, which included surveying 650 employees who represent 147 international organisations in the Russian Federation. This paper posits the suitability of the iIMO concept application in the IHRM and affirms its efficacy in the improvement of the MNCs' business performance.

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The influence of internal market orientation on external outcomes

Cited by 26 publications

References 144 publications

Improving relationship quality during the crisis

Improving relationship quality during the crisis

CSR marketing outcomes and branch managers’ perceptions of CSR

The nexus of internal market orientation and international HR management

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