La satisfaction du client interne et la création de valeur dans l'industrie hôtelière: cas de la Tunisie

Zneidi Salma, Tarek Abdellatif and Norchène Ben Dahmane Mouelhi
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Zneidi Salma: UCAR - Université de Carthage (Tunisie)
Norchène Ben Dahmane Mouelhi: NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université

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Abstract: To have a better attitude towards customers and to be able to deliver a better service, internal customers have to be Satisfied (Heskett et al, 1994). In this research, the interest was focused on identifying the relation between internal marketing and value creation in hotels. Internal customer satisfaction has been validated as a vector of social stability. To identify the explicit and implicit expectations of internal customers, a survey method based on the cognitive approach has been adopted. The purpose of this study was to have a better understanding of internal customers' motivations in the contribution of value creation. This work tries to identify the close relation that exists between the performance of the company and internal customers.

Keywords: Customer satisfaction; Internal client; Internal marketing; Management of performance; Service marketing; Value creation (search for similar items in EconPapers)
Date: 2014-05-13
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Published in 23rd International Business Information Management Association Conference, IBIMA 2014, May 2014, Valencia, Espagne. pp.2175-2201

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02180725

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