Purpose

Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction and internal service quality in the field of hospitality and tourism.

Design/methodology/approach

This study examines the cross-level effects of internal service quality through a time-lagged field study with multilevel structural equation modeling analysis that involved 667 frontline employees from 40 casino hotels.

Findings

The results reveal the IMO has an indirect effect on affective and normative organizational commitments through the interaction of job (task) satisfaction with internal service quality, such that internal service quality compensates for relatively low levels of job (task) satisfaction. While no indirect effect is found on continuance organizational commitment.

Research limitations/implications

This study extends the service-profit chain by integrating self-determination theory and by investigating IMO’s indirect effects on commitment through the interaction between job (task) satisfaction and internal service quality.

Practical implications

The study provides practical solutions to the employee servicing and employee retention dilemmas faced by casino organizations.

Originality/value

This study advances the service-profit chain literature by proposing and theorizing an internal process of IMO, through the cross-level buffering effect of internal service quality on the relationship between job (task) satisfaction and organizational commitment. This study further presents the theoretical and managerial implications by understanding how employees’ perceptions and interpretations of IMO affect their commitment.

中文翻译：

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对内部市场定位不仅仅是口头上的服务：对内部服务质量作用的多层次调查

目的

本研究借鉴自我决定理论和服务-利润链，旨在通过调查工作（任务）满意度与内部服务之间的交互作用，扩展当前对内部市场导向（IMO​​）对组织承诺的内部过程的理解。酒店和旅游领域的质量。

设计/方法/方法

本研究通过涉及 40 家赌场酒店的 667 名一线员工的多层次结构方程模型分析，通过时滞实地研究来检验内部服务质量的跨层次影响。

发现

结果表明，IMO 通过工作（任务）满意度与内部服务质量的相互作用，对情感和规范性组织承诺产生间接影响，使得内部服务质量补偿了相对较低水平的工作（任务）满意度。虽然没有发现对持续组织承诺的间接影响。

研究限制/影响

本研究通过整合自我决定理论并通过工作（任务）满意度和内部服务质量之间的相互作用调查 IMO 对承诺的间接影响，从而扩展了服务利润链。

实际影响

该研究为赌场组织面临的员工服务和员工保留困境提供了实用的解决方案。

原创性/价值

本研究通过内部服务质量对工作（任务）满意度和组织承诺之间关系的跨级缓冲作用，提出并理论化了 IMO 的内部流程，从而推进了服务利润链文献。本研究通过了解员工对 IMO 的看法和解释如何影响他们的承诺，进一步展示了理论和管理意义。