The Research On The Influence Of Internal Marketing On The Work Performances Of The Hotel Frontline Employees

Along with China’s comprehensive national strength enhances constantly，service industry is developing rapidly and its proportion in China’s total GDPincreases year by year. For personnel-intensive industries。The most need is theemployees who have customer orientation awareness. In service industry, front lineemployee contact with customers directly, and they represent corporate image. Frontline employees transfer service directly, and the quality of their service has a majorimpact on customer satisfaction, and thus related to the service profitability level. Inservice industry, employees especially the front line employees are important inexporting services and providing products, so their performance is the most popularhuman resource management topic. Hotel industry is a typical representative of theservice industry, their front line employees are very important and the rate of theirstaff turnover is higher than other service industry. Therefore, front line employeeshould arouse the attention of the enterprise. Hotel industry should pay more attentionto the need of their fist line employees to create satisfied employees and achievesustainable development by creating fist-class performance.Previous studies are mostly based on motivation theory, conduct in-depth studyon employee satisfaction and their performance to get meaningful conclusions on themanagement practices. However, with the generation and development of the internalmarketing theory, academia gradually find that the internal marketing can be a newperspective for staff satisfaction and performance research. After yeas of research intheory and practice, the relationship between internal marketing and employeesatisfaction has been widely studied, but the study of how internal marketing respecton job performance is relatively lacking. In this paper, service profit chain is thetheoretical background, and using the front line employee of hotel industry to explore the relationship between Internal marketing，staff performance and staff satisfaction.Test the intermediary role of front line employee satisfaction between internalmarketing and hotel industry frontline employees work performance empirically.In this paper, internal marketing is the Independent variable, and front line staffperformance is the dependent variable, and front line employee satisfaction is themediating variable.Through the empirically test, we find out：(1) The relationship between internalmarketing, front line employee satisfaction, and front line employee job performanceis significant. Internal marketing and front line employee satisfaction is positivelycorrelated. Internal marketing and front line employee performance is positivelycorrelated. Front line employee satisfaction and front line employee job performanceis positively correlated.(2) The four dimensions of internal marketing and front lineemployee satisfaction is positively correlated. Internal product and internalpromotions in the internal marketing mix are positively related to front lineemployee’s job performance, performance and task performance.(3) Verify that thefront line employee satisfaction play a partial mediating role in internal marketing andthe front line employee job performance. Internal marketing has related to front lineemployee performance through the front line employee satisfaction. These findingsprovide a theoretical basis for the further study of the internal marketing impact onjob performance and are meaningful to hotel industry even service industrymanagement practices.