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

Zneidi Salma 1 Tarek Abdellatif Norchène Ben Dahmane Mouelhi 2
1 Université de Carthage - University of Carthage
2 NIMEC - Normandie Innovation Marché Entreprise Consommation
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.
Mots-clés : Customer satisfaction Internal client Internal marketing Management of performance Service marketing Value creation
Type de document :
Communication dans un congrès
Liste complète des métadonnées
https://hal-normandie-univ.archives-ouvertes.fr/hal-02180725
Contributeur : Jacques-Olivier Catois <>
Soumis le : jeudi 11 juillet 2019 - 15:57:24
Dernière modification le : mardi 27 août 2019 - 15:44:41

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  • HAL Id : hal-02180725, version 1

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COMUE-NORMANDIE | UNIROUEN | UNILEHAVRE | NIMEC | IRIHS | UNICAEN

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Zneidi Salma, Tarek Abdellatif, Norchène Ben Dahmane Mouelhi. La satisfaction du client interne et la création de valeur dans l'industrie hôtelière : cas de la Tunisie. 23rd International Business Information Management Association Conference, IBIMA 2014, May 2014, Valencia, Espagne. pp.2175-2201. ⟨hal-02180725⟩

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