Business Management Dynamics

Double Blind Peer Reviewed - Open Access Jounal

Home  |   Contact Us

 

ISSN: 2047-7031

bmd Business and Management Dynamics bmd
ISSN: 2047-7031  
Volume  8   Issue 01  2018  
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Article Abstract
The Influence of Internal Marketing on Employee Satisfaction in the Service Industry
Keywords:  Internal marketing, internal customers, employee satisfaction, service industry
Sabah Balta
Many service firms today experience problems when managing their employees. Those issues range from a high rate of absenteeism and high turnover rates to performance degradation and lack of devotion, all of which result in losing external customers in the end. This research aimed to demonstrate the impact of "internal marketing" on employee fulfillment in the service industry. In order to prove this impact, the most commonly observed reasons why talented people leave their jobs and what employees need in reality have been identified. In this article, some solutions are proposed by referring to the best practices of some of the most successful companies. Those examples support that "internal marketing" is the greatest way to gain the loyalty and long-term commitment of qualified, talented and experienced staff. In consequence, this research has revealed that satisfying the employees is the first rule to please customers. It has clearly shown that "internal marketing" has become pivotal within the service industry since the first person that a potential customer meets at a service business is the frontline personnel, who are the immediate reflection of a company.
12-15   |  View PDF