De la satisfaction du personnel en contact à la satisfaction du client : Le rôle pivot du marketing interne dans le secteur des services
The role of the "contact employees" became an element of differentiation. The important place granted to relational Marketing in the sector of the services does not cease evolving. This evolution brings back to us to a new orientation marketing which is Internal Marketing. A review of literature has built a model studying, on the one hand, the impact of internalmarketing on attitudes and behaviors of service employees and, on the other hand, on the customer satisfaction in services companies. The results obtained show that Internal Marketing has an impact on the satisfaction of the two populations. The role of job satisfaction appears to be a mediating variable in the relationship internal marketing-customer satisfaction.