Date of Paper/Work
2011
Type of Paper/Work
Thesis
Degree Name
Master of Arts in Organizational Leadership
Department
Organizational Leadership
First Advisor
Martha E. Hardesty, Ph.D
Department/School
Organizational Leadership
Recommended Citation
Gieseke, Stephanie Anne. (2011). The Employee as the Customer: Leading the Development of Services by Utilizing Marketing Management Practices. Retrieved from Sophia, the St. Catherine University repository website: https://sophia.stkate.edu/maol_theses/6
Comments
This research explores the relationship between the external marketing philosophy of relationship marketing and applies it to internal service organizations to develop the practice of intra-organizational marketing. The deficiency of research specific to internal service organizations led to the creation of the intra-organizational marketing concept. The concept was developed by exploring the theories and practices of external marketing and comparing it to the practices of consultants and practitioners of internal services. This research also looked at the issues of applying traditional manufacturing models to internal services.