The analysis of employees’ perceptions reveals that employees expect to be treated
in a caring way by their superiors and to feel valued by the firm. The analysis of
managers’ views shows that the successful implementation of Internal Marketing via
the effective use of the internal customer imagery may aid managers in their efforts
to demonstrate a caring attitude towards their subordinates and this in turn may
motivate employees to exhibit positive attitudes towards the external customers. In
the words of a branch manager: