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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Shunsaku Hashimoto
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DOI:10.17265/2328-2169/2021.02.005
University of the Ryukyus, Okinawa, Japan
“Treating employees as customers” is known as the core concept of internal marketing. In particular, it was born and developed for hospitality organizations. However, no specific method has been represented so far. In the previous research (Hashimoto, 2018a; 2018b; 2019), it was verified the concrete method based on the core concept of internal marketing, “Treating employees as customers”. There are career support, mental support, and dialogue. In this paper, it is verified whether the concepts of these three methods are represented in the hospitality organization through interviewing staff of Japanese hotel company that is continuing to grow rapidly. As a result of the consideration, it is confirmed that the concepts of the three methods are certainly represented in the organization. It will provide new point of view for concrete methods of Internal Marketing that have not been shown so far. Hope that this paper will facilitate research on hospitality organizations such as hotels, which is not so considered in Japan.
treating employees as customers, Internal Marketing, hospitality organization, activating organization, career support, mental support, dialogue
Journal of Tourism and Hospitality Management, Mar.-Apr. 2021, Vol. 9, No. 2, 118-134 doi: 10.17265/2328-2169/2021.02.005
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