2.1 Introduction
Internal marketing (IM) is a strategy used by firms to train and to motivate employees. Flipo (1986) advocates that the needs of the employees as internal customers are to be satisfied. This concept is that when the needs of employees are satisfied, the organization is in a better position to satisfy the external customers.According to Tansuhaj’s model (1988), an employee plays an important role in an organization for attracting and maintaining the relationship with customers. The attitudes and perception of the customers are based upon how the employees have conducted their service. It is crucial to develop a customer winning culture in order to promote the performance, profitability and survival of the organization. Moreover, …show more content…
It comprises of any spontaneous behaviour such as laughter, chuckling or any behavior that mean pleasure or delight. (Booth-Butterfield & Booth-Butterfield ,1991). Humor style is divided into 3 factors that is, liberating style, stress-relieving and controlling humor (Ozyer, 2016).Thus, humor at the workplace improve production performance and prevent conflict among employees in organisation ( Caudron, 1992). Humor is seen as an important perspective to internal customers where the human behaviour can be learned (Cundall, 2007).There are organization that use humor stragically to provide global consumer products in their advertising campaign (Cannes lions , 2009; White, …show more content…
When needs and wants of employees are fulfilled, they become committed to their work, there are co-operation and they become enthusiastic in the workplace. Furthermore, employees must experienced the service or purchase the goods first that is, employees becomes the customers themselves. Marketing techniques are also used while selling products. Behind, service quality is easily perceived and it provides immediate feedback. (Berry , 1981; Cahill, 1995; Lings & brooks, 1998; Varey & Lewis, 1999 ; Rafiq & Ahmed , 2000, Prasad & Steffes , 2002; Ballantyne, 2003; Mudie, 2003;
Internal marketing (IM) is a strategy used by firms to train and to motivate employees. Flipo (1986) advocates that the needs of the employees as internal customers are to be satisfied. This concept is that when the needs of employees are satisfied, the organization is in a better position to satisfy the external customers.According to Tansuhaj’s model (1988), an employee plays an important role in an organization for attracting and maintaining the relationship with customers. The attitudes and perception of the customers are based upon how the employees have conducted their service. It is crucial to develop a customer winning culture in order to promote the performance, profitability and survival of the organization. Moreover, …show more content…
It comprises of any spontaneous behaviour such as laughter, chuckling or any behavior that mean pleasure or delight. (Booth-Butterfield & Booth-Butterfield ,1991). Humor style is divided into 3 factors that is, liberating style, stress-relieving and controlling humor (Ozyer, 2016).Thus, humor at the workplace improve production performance and prevent conflict among employees in organisation ( Caudron, 1992). Humor is seen as an important perspective to internal customers where the human behaviour can be learned (Cundall, 2007).There are organization that use humor stragically to provide global consumer products in their advertising campaign (Cannes lions , 2009; White, …show more content…
When needs and wants of employees are fulfilled, they become committed to their work, there are co-operation and they become enthusiastic in the workplace. Furthermore, employees must experienced the service or purchase the goods first that is, employees becomes the customers themselves. Marketing techniques are also used while selling products. Behind, service quality is easily perceived and it provides immediate feedback. (Berry , 1981; Cahill, 1995; Lings & brooks, 1998; Varey & Lewis, 1999 ; Rafiq & Ahmed , 2000, Prasad & Steffes , 2002; Ballantyne, 2003; Mudie, 2003;