| This section provides an overview of the ideas
surrounding internal marketing and service delivery. Both of these
concepts feed in to the idea that organisations need to do more
than just provide customers with good products and services but
that they need to show they care about them. After completing
this section you should be able to:
1. explain what internal marketing is and at least some of its
core potential benefits; 2. understand the importance of company
culture for marketing;
3. list at least four reasons why we should add a 5th 'P' to the
marketing mix: People; 4. appreciate the contribution made by
the notions of 'Moments of Truth' and 'Part time marketers'
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