The effects of internal marketing on job satisfaction and organizational commitment in Taipei sports centers
0
조회
0
다운로드
2
인용
0
참고문헌
키워드
초록
The purpose of this study was to explore the relationships among internal marketing, jobsatisfaction, and organizational commitment of employees in the context of the sportsservice industry. All employees of public sports centers in Taipei City participated in thisstudy, and the data (n ¼ 261) were subsequently analyzed. The results show that internalmarketing has a positive influence on job satisfaction among employees, and that jobsatisfaction in turn has a positive influence on the organizational commitment ofemployees. Although a direct relationship between internal marketing and organizationalcommitment among employees was not found, a full mediation effect of job satisfactionbetween the factors was revealed. The findings of this study clarify the relationships andverify the mechanisms at work among internal marketing, job satisfaction, andorganizational commitment of employees. Academically, the study fills the gap in sportsmanagement literature regarding the role of internal marketing for sports services. Thestudy also provides practical implications for sports center managers to implement internalmarketing in sports centers, and thereby provide better-quality service for customers.
Abstract
The purpose of this study was to explore the relationships among internal marketing, jobsatisfaction, and organizational commitment of employees in the context of the sportsservice industry. All employees of public sports centers in Taipei City participated in thisstudy, and the data (n ¼ 261) were subsequently analyzed. The results show that internalmarketing has a positive influence on job satisfaction among employees, and that jobsatisfaction in turn has a positive influence on the organizational commitment ofemployees. Although a direct relationship between internal marketing and organizationalcommitment among employees was not found, a full mediation effect of job satisfactionbetween the factors was revealed. The findings of this study clarify the relationships andverify the mechanisms at work among internal marketing, job satisfaction, andorganizational commitment of employees. Academically, the study fills the gap in sportsmanagement literature regarding the role of internal marketing for sports services. Thestudy also provides practical implications for sports center managers to implement internalmarketing in sports centers, and thereby provide better-quality service for customers.
참고문헌 (71)
- Ahmed, P. K., "Internal marketing and the mediating role of organisational competencies", European Journal of Marketing, 37, pp.1221~1241 (2003)
- "The employment and academic preparation of Asian sport industry: Development and trends", ASIA Taipei International Sport Industry Forum (2010), Department of Physical Education, National Taiwan Normal University
- Balzer, W. K., "User’s manual for the job descriptive index (JDI) and the job in general (JIG) scales" (1990), Bowling Green State University
- Bansal, H. S., "The impact of internal marketing activities on external marketing outcomes", Journal of Quality Management, 6, pp.61~76 (2001)
- Baron, R. M., "The moderator-mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations", Journal of Personality and Social Psychology, 51, pp.1173~1182 (1986)
- Berry, L. L., "The employee as customer", Journal of Retail Banking, 3, pp.25~28 (1981)
- Berry, L. L., "Internal marketing: Directions for management", pp.176~191 (2000), Routledge
- Bollen, K. A., "Structural equations with latent variables" (1989), John Wiley & Sons
- Brooke, P. P., "Discriminant validation of measures of job satisfaction, job involvement, and organizational commitment", Journal of Applied Psychology, 73, pp.139~145 (1988)
- Brown, S. P., "Antecedents and consequences of salesperson job satisfaction : Meta-analysis and assessment of causal effects", Journal of Marketing Research, 30, pp.63~67 (1993)
- Buchanan, B., "Building organizational commitment : The socialization of managers in work organizations", Administrative Science Quarterly, 19, pp.533~546 (1974)
- Byrne, B. M., "Testing for the equivalence of factor covariance and mean structures : The issue of partial measurement invariance", Psychological Bulletin, 105, pp.456~466 (1989)
- Caruana, A., "The effect of internal marketing on organisational commitment among retail bank managers", The International Journal of Bank Marketing, 16, pp.108~116 (1998)
- Chang, C. S., "Perceptions of internal marketing and organizational commitment by nurses", Journal of Advanced Nursing, 65, pp.92~100 (2009)
- Chelladurai, P., "Human resource management in sport and recreation" (1999), Human Kinetics
- Cheung, G. W., "Evaluating goodness-of-fit indexes for testing measurement invariance", Structural Equation Modeling : A Multidisciplinary Journal, 9, pp.233~255 (2002)
- 최선미, "Customer contact employees’ commitment to extra-role customer service: the effect of internal service quality perception", Journal of Global Scholars of Marketing Science(마케팅과학연구), 23(2), pp.144~158 (2013), 한국마케팅과학회[DOI]
- 정기한, "내부마케팅과 시장지향성간의 관계에 대한 연구", Journal of Global Scholars of Marketing Science(마케팅과학연구), 9(9), pp.19~46 (2002), 한국마케팅과학회
- Conduit, J., "How critical is internal customer orientation to market orientation?", Journal of Business Research, 51, pp.11~24 (2001)
- Cudeck, R., "Cross-validation of covariance structures", Multivariate Behavioral Research, 18, pp.147~167 (1983)
- Davis, J. P., "The effects of internal marketing on service quality within collegiate recreational sport: A quantitative approach", doctor, pp.2005
- Dawis, R. V., "A psychological theory of work adjustment: An individualdifferences model and its applications" (1984), University of Minnesota Press
- DeCotiis, T. A., "A path analysis of a model of the antecedents and consequences of organizational commitment", Human Relations, 40, pp.445~470 (1987)
- Farzad, A., "The effect of internal marketing on organizational commitment in Iranian banks", American Journal of Applied Sciences, 5, pp.1480~1486 (2008)
- Foreman, S. K., "Internal marketing : Concepts, measurement and application", Journal of Marketing Management, 11, pp.755~768 (1995)
- Fornell, C., "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, 18, pp.39~50 (1981)
- Greene, W. E., "Internal marketing : The key to external marketing success", Journal of Services Marketing, 8, pp.5~13 (1994)
- Gro¨nroos, C., "Internal marketing-theory and practice", Paper presented at the Association Services Marketing Conference Proceedings (1981)
- Gro¨nroos, C., "Service management and marketing: Managing the moments of truth in service competition" (1990), Lexington Books
- Gummesson, E., "Internal marketing: Directions for management", pp.27~42 (2000), Taylor & Francis Group
- Hair, J. F., "Multivariate data analysis" (2009), Prentice Hall
- Heskett, J. L., "Putting the service-profit chain to work", Harvard Business Review, 72, pp.164~174 (1994)
- Hirschfeld, R. R., "Does revising the intrinsic and extrinsic subscales of the Minnesota Satisfaction Questionnaire short form make a difference?", Educational and Psychological Measurement, 60, pp.255~270 (2000)
- Hogg, C., "Selling your soul", Human Resources, 96, pp.88~90 (1996)
- Howat, G., "Measuring customer service quality in sports and leisure centres", Managing Leisure, 1, pp.77~89 (1996)
- Hu, L. T., "Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternatives", Structural Equation Modeling : A Multidisciplinary Journal, 6(1), pp.1~55 (1999)
- Iaffaldano, M. T., "Job satisfaction and job performance : A metaanalysis", Psychological Bulletin, 97, pp.251~273 (1985)
- Jaworski, B. J., "Market orientation : Antecedents and consequences", Journal of Marketing, 57, pp.53~ (1993)
- Kumaraswamy, M. M., "Build-operate-transfer-type procurement in Asian megaprojects", Journal of Construction Engineering and Management, 128, pp.93~102 (2002)
- Lee, Y., "Investigating the effects of relationship quality on organizational commitment and prosocial behavior in hotel food and beverage division", Journal of Scholars of Marketing Science, 17, pp.109~132 (2007)
- Little, T. D., "Mean and covariance structures(MACS)analyses of cross-cultural data : Practical and theoretical issues", Multivariate Behavioral Research, 32, pp.53~76 (1997)
- Longbottom, D., "Real quality: Does the future of TQM depend on internal marketing?", Total Quality Management & Business Excellence, 17, pp.709~732 (2006)
- Martinez, J. M., "Internal marketing perceptions in intercollegiate athletics and their influence on organizational commitment", Journal of Issues in Intercollegiate Athletics, 4, pp.171~189 (2011)
- McNeese-Smith, D. K., "The influence of manager behavior on nurses’ job satisfaction, productivity, and commitment", The Journal of Nursing Administration, 27, pp.47~55 (1997)
- Moss, S. A., "Maintaining an open mind to closed individuals : The effect of resource availability and leadership style on the association between openness to experience and organizational commitment", Journal of Research in Personality, 41, pp.259~275 (2007)
- Mowday, R. T., "Employee-organization linkages: The psychology of commitment, absenteeism, and turnover" (1982), Academic Press
- Mullin, B. J., "Sport marketing" (2007), Human Kinetics
- Novatorov, E., "The index of recreation marketing excellence : An audit instrument for measuring the effectiveness of marketing efforts at a student recreation center", Journal of Park & Recreation Administration, 16, pp.58~80 (1998)
- O’Reilly, C. A., "Organizational commitment and psychological attachment : The effects of compliance, identification, and internalization on prosocial behavior", Journal of Applied Psychology, 71, pp.492~499 (1986)
- 오상현, "The Effects of Service Quality and Relationship Benefits on Relationship Commitment and Customer Loyalty in Membership Fitness Club", Journal of Global Scholars of Marketing Science(마케팅과학연구), 21(3), pp.115~125 (2011), 한국마케팅과학회
- Porter, L. W., "What job attitudes tell about motivation", Harvard Business Review, 46, pp.118~126 (1968)
- Porter, L. W., "Organizational commitment, job satisfaction, and turnover among psychiatric technicians", Journal of Applied Psychology, 59, pp.603~609 (1974)
- Rafiq, M., "Advances in the internal marketing concept : Definition, synthesis and extension", Journal of Services Marketing, 14, pp.449~462 (2000)
- Schneider, B., "The service organization : Human resources management is crucial", Organizational Dynamics, 21, pp.39~52 (1993)
- Seok, B. G., "The effects of differentiation strategy and trainee orientation within the relationship of internal marketing and managerial performance for Taekwondo Academies", doctor, pp.2011
- Shiu, Y., "Internal marketing, organisational culture, job satisfaction, and organisational performance in non-life insurance", The Service Industries Journal, 30, pp.793~809 (2010)
- Shrout, P. E., "Mediation in experimental and nonexperimental studies : New procedures and recommendations", Psychological Methods, 7, pp.422~445 (2002)
- Mushtaq A. Siddiqi, "Work engagement as a reaction to work environment and customer outcome: a service marketing perspective", Journal of Global Scholars of Marketing Science(마케팅과학연구), 24(1), pp.21~38 (2014), 한국마케팅과학회[DOI]
- Sihombing, S. O., "The effect of internal marketing on job satisfaction and organizational commitment: An empirical study in a university setting", Paper presented at The 1st PPM National Conference on Management Research (2007)
- Spector, P. E., "Job satisfaction: Application, assessment, causes, and consequences" (1997), SAGE Publications
- Steiger, J. H., "On the multivariate asymptotic distribution of sequential chi-square statistics", Psychometrika, 50, pp.253~263 (1985)
- Taipei City Government., "White Paper of Sport in Taipei City Government in 2002" (2002), Taipei City Government
- Tansuhaj, P., "Applying the internal marketing concept within large organizations : As applied to a credit union", Journal of Professional Services Marketing, 6, pp.193~202 (1991)
- Ting, S. C., "The effect of internal marketing on organizational commitment : Job involvement and job satisfaction as mediators", Educational Administration Quarterly, 47, pp.353~382 (2011)
- Trimble, D. E., "Organizational commitment, job satisfaction, and turnover intention of missionaries", Journal of Psychology and Theology, 34, pp.349~ (2006)
- Vandenberg, R. J., "Examining the causal order of job satisfaction and organizational commitment", Journal of Management, 18, pp.153~167 (1992)
- Wanous, J. P., "A causal-correlational analysis of the job satisfaction and performance relationship", Journal of Applied Psychology, 59, pp.139~144 (1974)
- Weiss, D. J., "Manual for the Minnesota satisfaction questionnaire" (1967), University of Minnesota
- Wernimont, P. F., "Intrinsic and extrinsic factors in job satisfaction", Journal of Applied Psychology, 50, pp.41~50 (1966)
- Whyte, W. H., "The organization man (Vol. 342)" (1956), Simon and Schuster
- Williams, L. J., "Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors", Journal of Management, 17, pp.601~617 (1991)
