İÇSEL PAZARLAMA UYGULAMALARININ HİZMET KALİTESİ ÜZERİNDEKİ ETKİSİNDE ÖRGÜTSEL VATANDAŞLIK DAVRANIŞININ ARACILIK ROLÜ
MEDIATING ROLE OF ORGANIZATIONAL CITIZENSHIP BEHAVIORS ON THE RELATIONSHIP BETWEEN INTERNAL MARKETING AND SERVICES QUALITY
Author(s): Neşe Çullu Kaygisiz, Duygu Eren, Eda Özgül KatlavSubject(s): Social Sciences, Behaviorism, Evaluation research, Economic development, Marketing / Advertising, Socio-Economic Research
Published by: Sage Yayınları
Keywords: internal marketing; service quality; organizational citizenship behaviors;
Summary/Abstract: The purpose of this study is to investigate the mediating role of organizational citizenship behaviors on the relationship between internal marketing and services quality. The sample of this study involves 221 employees who study in the four and five star hotels in Nevşehir. A questionnaire from used for data collection and a total of 221 employees completed the form. For the analysis of data, hierarchical regression were used. As a result of the mediating role of organizational citizenship behaviors has been determined the relationship between internal marketing and service quality.
Journal: TURAN-SAM
- Issue Year: 8/2016
- Issue No: 32
- Page Range: 493-498
- Page Count: 6
- Language: Turkish