Elements of internal marketing as predictors of employee satisfaction
Many factors can influence service quality, however the main determinant of customers’ perceptions of service quality is often their interaction with service staff (Zeithaml & Bitner, 2009:351), resulting in the importance of employees in service delivery. Internal marketing (IM) acknowledges th...
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| Language: | en |
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University of Pretoria
2013
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| Online Access: | http://hdl.handle.net/2263/31855 Lubbe, SM 2013, 'Elements of internal marketing as predictors of employee satisfaction', MCom dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/31855> |