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학술저널

A Study on Enhancing Relationship with Internal Markets in Service Industry

Purpose – This paper deals the way to enhance the relationship between ‘internal markets’ from the all 6 markets inclusive of internal departments staff. Recent studies shows satisfying customers only will not result into customers satisfaction. Much studies of managers' concerns show employee communications, involvement and development (a new employer-employee ``contract''), the redesign of business processes, and the perceived relationship between employee and customer satisfaction, as predominant (for example, in the People Factor Study. Research design/data/methodology – The level of employee’s satisfaction with an organization, customer’s trust in a firm and customer’s satisfaction with service were included as outcome factors, and employee’s trust in a leader was singled out as a moderating variable. Yet several studies had researched about the influence of servant leadership on the performance, this study researched the influence on the marketing performance and this differentiates from them. An employee who perceives much servant leadership in the leader will be given positive influence from trust in an organization. This differentiates this research from the others since it concerns with the trust in an organization which influences external customers of a firm and the trust of them. Thus employees’ perception in a leader’s servant leadership influences the employees’ satisfaction with an organization and customers’ trust in the firm. Results/Implications – This paper examined the favorable relationship with employees has much of importance as that of with customers in influencing customers’ satisfaction who are in the point of contact with them. Thus it could be expected of the improvement of the performance of the marketing all over the firm if the target of marketing range is widened to the employees who are the internal customers in addition to the customers who are the external customers.

1. Introduction

2. Theoretical Backgrounds

3. Applied Model and Hypotheses

4. Conclusions and Implications

References