Abstract

This study focus on employees as an internal customer to the specifications that the working environment provides to them to achieve their tasks and increase staff’s performance by examining their job satisfaction. The concept of internal marketing is to achieve the staff’s satisfaction to satisfy customers’ needs. Any organization that implements a retention policy for its high performing marketing professionals for its products, services and operations by providing them with awareness programs about its mission, objectives and customer requirements, will inevitably be able to improve its services provided by its staff. Analysis revealed that there is no statistically significant value below (0.05) for the main hypothesis of the study in terms of training, internal communications, promotion, incentive systems, and the dissatisfaction of the majority of employees about the internal marketing pillars applied by the university. This explains the low level of effectiveness of the internal marketing in terms of implementation and its impact on the professional performance of the majority of respondents from both genders. In comparing the statistical findings of the study sample, the majority of responses is that the university works on enhancing the work environment by using technology and direct connections with the staff, and by providing the required information to the staff to be able to perform their tasks without focusing on staff’s satisfaction with training, incentive, and promotion in general. This requires conducting a study on how to develop the university’s training, incentive and promotion systems by focusing on the characteristics of the current working environment and its relation with the prevailing work culture in the study community. Moreover, this requires highlighting the level of qualification and training of staff and its role in enhancing the professional performance, and the role of internal marketing as a novel concept in enhancing staff performance.  

Keywords: internal marketing, promotion, incentives, training, internal administrative communications, university, employees, performance.

JEL Classification: M31.

Cite as: AL-Ghaswyneh, O. F. M. (2018). Pillars of internal marketing and their impact on staff performance. Marketing and Management of Innovations, 2, 313-326. https://doi.org/10.21272/mmi.2018.2-24

This work is licensed under a Creative Commons Attribution 4.0 International License

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