Master of Science (MS)
First Committee Member
Number of Pages
The purpose of this study was to test the consistency of internal and external marketing messages. This concept is based on the idea that successful companies have customers and employees who agree on what is expected to occur in the service encounter; Importance-Performance Analysis was the tool utilized to analyze data collected through a survey of employees and guests on certain services at the hotel. Once these attributes were rated, the guest and employee responses were compared to determine if there were significant differences in the responses; The results disclosed that there were significant differences in the ratings of many of the importance items, but not many of the performance items. This indicates to management that there are gaps between employee and guest expectations. The implications for the internal marketing program are discussed, along with additional suggestions for future research.
Employees; Evaluation; Guests; Hotel; Implications; Internal; Marketing; Service
Marketing; Management; Operations research
University of Nevada, Las Vegas
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Rihn, Beverly Lorraine, "An evaluation of hotel service by employees and guests and its internal marketing implications" (1992). UNLV Retrospective Theses & Dissertations. 266.