Title: Investigating the mediating role of job satisfaction on the relationship between internal marketing and job performance: a research within services industry

Authors: Seçil Bal Taştan; Seyed Mehdi Mousavi Davoudi

Addresses: Sub-Department of Organizational Behavior, Department of Business Administration, Faculty of Business Administration, Marmara University, Göztepe, Kadıköy, Istanbul, Turkey ' University of Islamic Denominations, Ravanmehr St., Southern Palestine St., Enghelab Ave, Tehran, Iran

Abstract: The aim of this study is to examine the influence of perceived internal marketing practices on employee job performance and mediating effect of job satisfaction. A quantitative research paradigm was employed using a questionnaire survey method; the data was collected from 395 employees of three different services industries, comprising healthcare, banking-finance, and insurance organisations. Based on the results of structural equation modelling (SEM) analysis, positive influence of internal marketing on job satisfaction and the positive influence of job satisfaction on employee job performance were confirmed. Further, the findings revealed that perceived job satisfaction had a full mediating role on the relationship between internal marketing and employee job performance. These findings contribute to understanding how employee's job performance in service organisations is influenced by structured internal marketing facilities. Finally, this study proposed managerial implications and suggestions for future academic research.

Keywords: internal marketing; job satisfaction; job performance; service-profit chain model; services industry.

DOI: 10.1504/MEJM.2020.109690

Middle East Journal of Management, 2020 Vol.7 No.5, pp.492 - 517

Received: 05 Jun 2019
Accepted: 09 Sep 2019

Published online: 18 May 2020 *

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