Abstract:

To have a better attitude towards customers and to be able to deliver a better service, internal customers have to be Satisfied (Heskett et al., 1994). In this research, the interest was focused on identifying the relation between internal marketing and value creation in hotels. Internal customer satisfaction has been validated as a vector of social stability. To identify the explicit and implicit expectations of internal customers, a survey method based on the cognitive approach has been adopted. The purpose of this study was to have a better understanding of internal customers’ motivations in the contribution of value creation. This work tries to identify the close relation that exist between the performance of the company and internal customers.