De la satisfaction du personnel en contact à la satisfaction du client : Le rôle pivot du marketing interne dans le secteur des services
type: Dataset
description: 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.
landing page: Actes de l'Association Française de Marketing
keyword: conference-papers
keyword: infoeu-reposemanticsconferenceobject
keyword: marketing-de-services
keyword: marketing-interne
keyword: qualite-de-services-percue
keyword: satisfaction
keyword: shsgestionhumanities-and-social-sciencesbusiness-administration
issued: 2026-05-15T21:15:35.942044
modified: 2026-05-15T21:15:35.942049
language: fr
contact point: Organization
  fn: CCSD

test_moissonnage_selune
type: Agent

De la satisfaction du personnel en contact à la satisfaction du client : Le rôle pivot du marketing interne dans le secteur des services
type: Distribution
format: HTML
access URL: https://shs.hal.science/halshs-00706053
issued: 2026-05-15T21:15:35.945752
modified: 2026-05-15T21:15:35.925105