Internal marketing has been discussed in management and academic literature. Yet, it
remains poorly operationalized. This article tends to develop a clear understanding of
the concept based on the academic literature, develop an instrument to measure it, and
finally assess the empirical evidence of its impact on performance. The current
conceptualization of internal marketing is explored in a survey among frontline
employees of five-star hotels in Egypt. The classic four dimensions of the internal
marketing concept will be examined and assessed. In the final analysis, hospitality
managers could benefit from the findings of the study by adapting and implementing
internal marketing strategies that engage and retain effective, devoted, and satisfied
employees. Moreover, the greater the allocation of resources towards internal
marketing implementation, the higher will be the probability of the organization’s
success.