The empirical analysis demonstrates that the value of needs and
authorized autonomy in internal marketing significantly and
positively influence customer-oriented behavior, implying that
with more frequent internal marketing, communication between
the airlines and their employees will improve. Most important to
front-line flight attendants is the availability of effective training
from the airlines and the support of the airlines’ logistics units.
Flight attendants are treated as internal customers and their needs
are valued. Additionally, the airlines are willing to provide services
that support the flight attendants in their jobs. The airlines help
flight attendants avoid obstacles at work by engaging in positive
communication and cultivating high-quality flight attendants who
treat customers as their top priority.