Internal Marketing and Its Impact on Service Excellence in Organized Retail and Hotel Industry
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 2
Abstract
In this dynamic and fast changing business environment establishing service excellence is not easy, where the life cycle of products and services is very short. It is a big challenge and a creative process that keeps managers on their toes all the time. There is no single recipe for success that will work every time in building service excellence. This study encourage managers in the rapidly changing information services environment to be unflinching in internal marketing and services. The data was collected from frontline employees working in organized retail and hotel industry. 514 respondents’ data was analyses with SPSS v24.0 to prove the formulated hypotheses. The research outlines three aspects of internal marketing and services where it is particularly important to deliver services timely and with high quality. The study reveals indicators to management practice in the three areas which are outlined. The study provides useful information for those in human resource management to manage their internal customers to achieve service excellence.
Authors and Affiliations
Ankur Soni, Dr. Pratyush Tripathi, Dr. Sunil Mishra
Keywords
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