Kelemen, Mihaela; Papasolomou-Doukakis, Ioanna - In: The Service Industries Journal 24 (2004) 5, pp. 121-135
The article explores the ways in which internal marketing initiatives work in a number of UK retail banks from the point of view of both managers and employees. It suggests that although internal marketing attempts to function as a culture change mechanism, the resulting organisational cultures...