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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 rest

Article

Last updated: 07 Jan 2025

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Tags

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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.

DOI

10.21608/thalexu.2016.47708

Keywords

Internal service quality, Marketing performance, Internal customer commitment, restaurants, Jordan

Authors

First Name

Mahed Ouda,

Last Name

Asaad Hammad

MiddleName

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Affiliation

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Email

nashwafouad1@yahoo.com

City

الإسکندریة

Orcid

-

Volume

13

Article Issue

2

Related Issue

7092

Issue Date

2016-12-01

Receive Date

2019-09-11

Publish Date

2016-08-01

Page Start

68

Page End

99

Print ISSN

2314-7024

Online ISSN

2682-2180

Link

https://thalexu.journals.ekb.eg/article_47708.html

Detail API

http://journals.ekb.eg?_action=service&article_code=47708

Order

4

Type

Original Article

Type Code

931

Publication Type

Journal

Publication Title

The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University

Publication Link

https://thalexu.journals.ekb.eg/

MainTitle

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

Details

Type

Article

Created At

22 Jan 2023