This article presents the development and application of a new tool for enhancing the quality of services delivered to a firm’s customers. This new model, the internal marketing schematic, has considerable advantages over other models that have been presented in the literature.udThe internal marketing schematic is derived from a synthesis of existing tried and tested management tools. It identifies the processes involved in delivering quality services both internally and externally and provides for the measurement of the quality of these services. These measures are used to develop improvement targets for all groups within the organisation. udThe internal marketing schematic encourages participation from all employees, focuses them on the impact of their activities on the firms’ customers and motivates them to achieve higher quality service provision .udThe results of preliminary studies into the application of the internal marketing schematic suggest that the tool has considerable utility in achieving high quality service provision to customers.ud
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机译:本文介绍了一种新工具的开发和应用,该工具可提高为公司客户提供的服务的质量。这种新模型,即内部市场营销示意图,比文献中已经介绍的其他模型具有相当大的优势。 ud内部市场营销示意图是从现有的经过实践检验的管理工具综合而来的。它确定了内部和外部提供高质量服务所涉及的过程,并提供了对这些服务质量的度量。这些措施用于为组织内的所有小组制定改进目标。 ud内部营销示意图鼓励所有员工参与,将他们的注意力集中在他们的活动对公司客户的影响上,并激励他们实现更高质量的服务提供。 ud对内部营销示意图应用的初步研究结果表明:该工具在为客户提供高质量服务方面具有相当大的实用性。 ud
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