In the past, most hotels had lacked marketing concepts, particularly the concept of
internal customers. Based on the findings of this study, in order to enhance employees’ job
satisfaction, hotel management should strengthen internal marketing activities for
employees. These activities would promote employees’ job involvement and job
satisfaction, which are helpful in achieving employees’ organizational commitment. As a
result, the concept of internal marketing can become a concrete strategy for improving the
quality of service in hotel operations. By providing exceptional service, hotel employees
can enhance the image of the hotel and the level of perceived and authentic service quality.
Hospitality managers could benefit from these findings as well by adapting strategies to
engage and retain highly effective, devoted, and satisfied employees on one hand, and to
implement internal marketing principles on the other. The more the managers allocate
their resources towards internal marketing implementation, the higher the probability of
the organization’s success.