The Impact of Internal Marketing on Internal Service Quality: A Case Study in a Jordanian Pharmaceutical Company

Abstract

The purpose of this research is to examine the impact of Internal Marketing (IM) on the Perceived Internal Service Quality (ISQ). Data was collected from 225 employees working in a Jordanian Pharmaceutical company. Our results indicated that that there is a positive relationship between Internal Marketing dimensions and perceived Internal Service Quality in varying magnitude. Further, our investigation showed that the dominant dimension of IM was found to be Recruitment with the stronger impact on all perceived internal service. Service providers are recommended to apply IM strategy in order to enhance perceived ISQ foster better external service quality. [ABSTRACT FROM AUTHOR]