Friendly flexible working practices within the internal marketing framework: a service perspective

Klement Podnar and Ursa Golob

The Service Industries Journal, 2008, vol. 30, issue 11, 1773-1786

Abstract: The purpose of this paper is to increase the understanding of the existence of work flexibility and its relevance to internal marketing. Friendly forms of work flexibility are critical to an improved understanding of the role internal marketing should have to achieve better service quality performance. This exploratory study is based on a sample of 2997 private-sector organisations provided by the CRANET survey. The results show the divergence in industry business patterns in the use of friendly and unfriendly flexible work arrangements. Service companies tend to use friendly flexible working practices in larger proportions. The analysis reveals a small negative relationship between unfriendly practices and service quality. These findings may suggest that service organisations tend to create more supportive environments when offering flexible work arrangements that are friendlier for individual workers and their families.

Date: 2008
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060802626824 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:30:y:2008:i:11:p:1773-1786

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060802626824

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().