Internal standards are another important element of the Internal Marketing
programmes implemented by the banks under the study. Berry (1999, p. 159), for
example, suggests that great service organisations set high standards of performance
and equip employees in order to enable them to meet and exceed these standards of
performance. The banks under the study appear to have set desired levels of quality
for most of the existing internal service encounters. Some branch managers see
these standards as vital in ensuring internal service quality. In the words of a bank
manager: