Employees are better equipped to provide exceptional service when they are appropriately provided for and understand the company’s value proposition (Berry and Parasuraman, 1991). Internal market- orientation (IMO) pertains to a specific workplace environment that fosters employees who are trained and believe in the value offered by the company. Such support and development translates into higher quality service employees interacting with customers and their products (Lings, 2004). Linkages between IMO, emotional intelligence (EI) and organizational identification (OI) are evaluated within a supply chain and logistics context. Results indicate the direct influence of OI on IMO, and a supervisor’s ability to help employees manage emotions mediates the relationship between the ability of a supervisor to self-manage emotions and his or her propensity to create an internal market-orientation. An internal market-orientation is beneficial to the customer experience, and ultimately benefits the firm.
Keller, Scott B., Kimball, Bob, Brown, Bruce, Patitucci, Giovana, and Voss, M. Douglas. (2017). Discovering the power of emotional intelligence and organizational identification in creating internal market-oriented supervision. Journal of Transportation Management, 27(1), 39-58. doi: 10.22237/jotm/1498867440