14 ESPECIALSoftware as a Service: an effective platform to deliver holistic Hotel Performance Management Systems 
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Tourism & Management Studies

 ISSN 2182-8458 ISSN 2182-8466

MARQUES, Carlos Peixeira; LEAL, Carmem Teresa; MARQUES, Carla Susana    CABRAL, Breno Fernando Tinoco. Internal marketing and job satisfaction in hotels in Via Costeira, Natal, Brazil. []. , 14, Especial, pp.36-42. ISSN 2182-8458.  https://doi.org/10.18089/tms.2018.14SI104.

^len^aOrganisations currently face multifaceted challenges, such as increasing productivity and coping with the pressure to manage human resources efficiently and effectively. This involves management practices focused on training and keeping the best employees. In this context, the present study sought to assess the impact of internal marketing practices in hotels of superior quality in a city in Brazil’s Northeast Region on internal customers’ commitment and satisfaction. Measures of internal market orientation, organisational commitment and job satisfaction were collected for a sample of 138 intermediate/lower managers from four hotels. The results from a structural equation model confirm the positive influence of internal marketing on organisational commitment and job satisfaction but fail to confirm the expected relationship between commitment and satisfaction.^lpt^aAtualmente as organizações enfrentam desafios multifacetados, como aumentar a produtividade e lidar com a pressão de gerir os recursos humanos de forma eficiente e eficaz, implicando práticas de gestão centradas na formação e retenção dos melhores colaboradores. Neste contexto, este artigo pretende avaliar o impacto de práticas de marketing interno no comprometimento e na satisfação dos trabalhadores de hotéis de qualidade superior numa cidade do Nordeste do Brasil. Foram recolhidas medidas da orientação para o marketing interno, comprometimento organizacional e satisfação laboral de 138 gestores operacionais e intermédios de quatro hotéis. Os resultados do modelo de equações estruturais confirmam o efeito positivo do marketing interno sobre o comprometimento e a satisfação, mas não confirmam a esperada relação entre comprometimento e satisfação.

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