Internal marketing and employee satisfaction : a missing link in Japanese service management
Name
53982441-MIT.pdf
Description
Full printable version
Size
4.07 MB
Format
Adobe PDF
Checksum (MD5)
488717ec7f15042c9cc4265413e498d1
Author(s)
Takeshita, Tsuyoshi, 1964-
Advisor(s)
Christian S.M. Dussart.
Date Issued
2003
Publisher
Massachusetts Institute of Technology
Abstract
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.
Description
Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2003.
Includes bibliographical references (leaves 96-98).
Subjects
Sloan School of Management.
MIT Department
Sloan School of Management
Terms of Use
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