Internal marketing and employee satisfaction : a missing link in Japanese service management

The concepts and techniques of internal marketing and employee satisfaction are becoming very popular in western companies, supported by accomplishments in service management based on of the Service-Profit Chain and organizational behavior. However, it is still uncommon for Japanese service companies to introduce these concepts, being strongly influenced by Japanese culture and tradition. This thesis first explains internal marketing and employee satisfaction through existing literature and actual examples of U.S. banks. It then examines current Japanese service companies and the reasons for their practice, considering cultural influence. Furthermore, recognizing the importance of companies in adopting these concepts in the near future, I indicate how this can be achieved using examples in Japan.

Department dc:contributor.department

Sloan School of Management.

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2003

Author dc:creator

• Takeshita, Tsuyoshi, 1964-

Advisor dc:contributor.advisor

• Christian S.M. Dussart.

• Sloan School of Management.

Statement dc:rights

• M.I.T. theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. See provided URL for inquiries about permission.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/29708

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/29708