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| Titel: |
An importance-performance approach to evaluating internal marketing in a recreation centre |
| Auteur: |
Novatorov, Edouard V. |
| Verschenen in: |
Managing leisure |
| Paginering: | Jaargang 2 (1997) nr. 1 pagina's 1-16 |
| Jaar: |
1997-01-01 |
| Inhoud: |
The study examined the potential of importance-performance analysis for evaluating employee satisfaction. The technique was originally designed to measure external customer satisfaction. However, the similarity of several concepts underlying customer-organization and employee-organization relationships, suggested that the method would be appropriate for use in the context of internal marketing. The concept of internal marketing has emerged as an interface between organizational behaviour and traditional marketing, and job-related attributes developed in the context of organizational behaviour by Frederick Herzberg, appeared to be appropriate for this assessment of an organization's internal marketing. Data were collected from all 56 full-time employees at a commercial recreation centre using a 16-attribute instrument. Results did not confirm Herzberg's theory, since the highest valued attributes included both motivation and hygiene items. Management recommendations for further application and interpretation of importance-performance analysis are developed. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 2 van 66 gevonden artikelen
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