When customers disappoint: A model of relational internal marketing and customer complaints

By Simon Bell, Bülent Mengüç, Sara L. Stefani. 2004

223 citations recorded by the source corpus.

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Internal marketing, employee customer‐oriented behaviors, and customer behavioral responses (2018, background): “In support of this, Bell et al., 2004asserted that internalmarketingenablesorganization toenhance theassociationemployees feel for the firm thatmotivates them to put in their discretionary efforts.”
Examining the Mechanisms Linking Transformational Leadership, Employee Customer Orientation, and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support (2010, background): “Moreover, Bell et al. (2004) found that supervisor support is positively related to employee work motivation and commitment to customer service.”
Determinants of Consumer Attributions of Corporate Social Responsibility (2016, methodology): “To test the potential interaction effect between the independent variables (fit and corporate ability), we performed a series of hierarchical moderated regression analysis in two steps with two models (Bell et al. 2004).”
Internal market orientation and its influence on organisational performance (2009, background): “In this respect, we could highlight the numerous empirical studies that show the positive influence exerted by managerial or organisational support (Acker, 2004; Babakus et al., 1996; Babin and Boles, 1996; Bell et al., 2004; Brown and Peterson, 1993; Sergeant and Frenkel, 2000; Teas, 1981; Yoon et ”