How internal marketing drive customer satisfaction in matured and maturing European markets?

Selma Kadic-Maglajlic, Nathaniel Boso and Milena Micevski

Journal of Business Research, 2018, vol. 86, issue C, 291-299

Abstract: This study examines the indirect effect of internal marketing, via cross-functional goal compatibility, on customer satisfaction at differing levels of salesperson cross-functional connectivity, across matured and maturing market contexts. Using data from salespeople in a large financial services organization operating in matured Central European and maturing South and Eastern European markets, the study finds that the effect of internal marketing on customer satisfaction is mediated by cross-functional goal compatibility in both markets. In addition, the results show that at high levels of cross-functional connectivity, the effect of goal compatibility on customer satisfaction is strengthened in maturing markets. The theoretical and practical implications of these findings are discussed.

Keywords: Internal marketing; Cross-functional goal compatibility; Salesperson; Cross-functional connectivity; Customer satisfaction; Matured markets; Maturing markets (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (12)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:86:y:2018:i:c:p:291-299

DOI: 10.1016/j.jbusres.2017.09.024

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