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internal marketing (Critical service interactions (Bitner et al 1990 (lack…

- - - - customer satisfaction
      - happier staff - empowered
    - - can lead to slower service and dissatisfaction from other customers
      - possible employees could violate legal agreements of which unaware
      - coat of solution may outweigh benefits to org
- - - - 4 goals of corporate messages
        
        sense of belonging
        
        awareness
        
        promote commitment to org
        
        understanding
        
        increase attachment and commitment