The Impacts Of Internal Marketing On Employees’ Service Performance In Hotel

With the development of experience era and service economy,the six elements of tourism,the hotel accommodation industry has taken an increasingly prominent proportion of influence,how to improve the level of hotel management,is also the theoretical research circle has been concerned and studied the problem.Through the analysis of previous research,the internal marketing to the positive role of an organization or group has been confirmed,however,the hotel’s internal marketing effects on employees’ service performance has not been too much attention,this paper focuses on the hotel industry in Sanya,as well as to the current situation of hotel industry to discuss the following questions and hypothesis testing:(1)Whether internal marketing has a positive impact on the service performance of employees;(2)whether internal marketing has a positive impact on the three basic psychological needs of employees;(3)Whether the three basic psychological needs have a positive impact on the service performance of employees;(4)three basic psychological needs of the hotel internal marketing and service performance between the intermediary role.In this paper,358 hotel employees were selected as research objects,literature review method,questionnaire survey method,in-depth interview method,exploratory factor analysis,confirmatory factor analysis,structural equation model and other research methods were used to explore the influence mechanism of internal marketing on hotel employees’ service performance from the perspective of self-determination theory.Through the analysis and research of SPSS25 and AMOS21,the influence value is calculated.Finally,the shortcomings of the research and the prospect of future research are put forward.The results showed that :(1)internal marketing had a significant positive impact on the three basic psychological needs of employees(β=0.74,p<0.05).(2)Internal marketing has a positive impact on employees’ service performance(β=0.04,P <0.05).(3)The three basic psychological needs had a positive impact on the overall service performance of employees(β=0.63,P <0.05).In five-star hotels,it has a complete mediating effect,and autonomy need,ability need and ownership need all have a positive effect,while in non-five-star hotels,autonomy need has no positive effect,and the influence coefficient of ownership need is the highest in the overall calculation results.(4)In the hotel brand,there is also a significant correlation between international hotels and domestic hotels,and the correlation is still significant.In terms of hotel brand,internal marketing,service performance and the self-determination theory of international and domestic hotels are also significantly correlated.The construction Sanya hotel internal marketing in our study to research the influence of employee service performance,around the internal marketing and discusses the three basic psychological need to systematically,hotel staff as the first person,according to the staff’s psychological change and basic psychological needs as the breakthrough point,study the mechanism of action and role boundary,enriched and developed the theory of internal marketing research.And the conclusion of the study is of great significance for the hotel related managers on how to promote staff development and motivation transformation,and put into action to have a positive and significant impact.