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Experience of IM programs, perception of IMO and job outcomes: the frontline employee perspective

Ferdous, Ahmed Shariar 2013, Experience of IM programs, perception of IMO and job outcomes: the frontline employee perspective, Ph.D thesis, School of Management and Marketing, Deakin University.

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Title Experience of IM programs, perception of IMO and job outcomes: the frontline employee perspective
Author Ferdous, Ahmed Shariar
Institution Deakin University
School School of Management and Marketing
Faculty Faculty of Business and Law
Degree type Research doctorate
Degree name Ph.D
Thesis advisor Polonsky, Michael
Bednall, David
Date submitted 2013-03
Keyword(s) Frontline employees
Internal marketing orientation
Customer service
Job satisfaction
Customer-oriented behaviou
Summary The thesis found that frontline employees’ (FLEs) experience of internal marketing (IM) programs positively influence their views of internal market orientation and their job outcomes of organisational identification and job satisfaction which then predicts FLEs’ customer oriented behaviour which is the targeted outcome of IM.
Language eng
Field of Research 150504 Marketing Measurement
Socio Economic Objective 910403 Marketing
Description of original xviii, 326 pages : diagrams, tables
Copyright notice ┬ęThe Author. All Rights Reserved
Free to Read? Yes
Persistent URL http://hdl.handle.net/10536/DRO/DU:30062518

Document type: Thesis
Collections: Higher degree theses (full text)
Open Access Collection
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Created: Thu, 17 Apr 2014, 13:27:38 EST by Belinda Lee

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.