Internal Marketing: Tools and Concepts for Customer Focused Management

Section I: Internal marketing theory - What is internal marketing? Models of internal marketing: how internal marketing works The tools of internal marketing Internal marketing and human resource management A framework for empowering employees Section II: Internal marketing applications - Total quality management (TQM) and internal marketing Innovation and internal marketing Knowledge management, learning and internal marketing Section III: Internal marketing case studies: Atlantic Richfield Company Aydlotte & Cartwright inc. Barclay card services (BCS) Barnardos Boatman Trust Company CSX Eastman Chemical Company First Union GTE Supply Lutheran Brotherhood Midland Bank Nations Bank Norwich Union Provena St Luke's Hospital Terminix International Thomas Cook Thomas and Mack Centre (TMC).