Understanding Employee Delight and Voice From the Internal Marketing Perspective

Abstract

This study examines the relationship between internal marketing (employee delight and voice) and employee behavior from a marketing perspective. The response rate of the completed 335 surveys was 45%. Structural equation modeling was used in order to examine the proposed model. Results indicate that internal marketing practices are positively related to employee job satisfaction, employee job satisfaction was negatively related to employee turnover intention, and employee job satisfaction was positively related to employee commitment to customer service. Implications for the industry and future research are offered.

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