The impact of internal service quality in tourist restaurants on marketing performance, internal customer commitment as a moderating variable: A study on a sample of seafood restaurants in Amman-Jordan | ||||
| The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University | ||||
| Article 4, Volume 13, Issue 2, December 2016, Page 68-99 PDF (1.18 MB) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/thalexu.2016.47708 | ||||
 View on SCiNiTO | ||||
| Author | ||||
| Mahed Ouda, Asaad Hammad | ||||
| Abstract | ||||
| The purpose of this study is to reveal the extent of the impact of internal service quality on marketing performance, as well as the importance of internal customer commitment and its interaction with internal service quality and whether this interaction can improve marketing performance? The study adopted seven dimensions of internal service quality (reliability, assurance, tangibility, empathy, responsiveness, food health, and finally flexibility), while the study dealt with four dimensions of marketing performance (profits, market share, sales, and finally internal customer satisfaction). The study also dealt with three dimensions of internal customer commitment (emotional commitment, normative commitment, and finally continuous commitment). The study sample was represented by five-star seafood restaurants, where (167) questionnaires were distributed to workers in these restaurants. The study concluded that internal service quality affects marketing performance, in addition to the fact that the interaction of internal customer commitment with internal service quality increased marketing performance. | ||||
| Keywords | ||||
| Internal service quality; Marketing performance; Internal customer commitment; Restaurants; Jordan | ||||
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