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- W2378444414 abstract "In order to confirm the correlation among internal marketing,employee satisfaction,service quality and customer satisfaction,this paper built up a model after literature review.To test hypotheses of the model,data were collected from 35 commercial banks' employees and customers in China,and CFA and SEM were also used.Findings are as follows: first of all,internal marketing can not affect customer satisfaction directly,but can affect customer satisfaction indirectly through employee satisfaction and service quality;moreover,not only does employee satisfaction affects customer satisfaction directly,but also significantly influences customer satisfaction in an indirect way through service quality;besides,service quality not only affect customer satisfaction directly,but also the link of internal marketing and employee satisfaction to affect customer satisfaction." @default.
- W2378444414 created "2016-06-24" @default.
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- W2378444414 date "2009-01-01" @default.
- W2378444414 modified "2023-09-23" @default.
- W2378444414 title "Study on the Relationship among Internal Marketing,Employee Satisfaction,Service Quality,and Customer Satisfaction" @default.
- W2378444414 hasPublicationYear "2009" @default.
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