Internal Client Satisfaction and Adding Value in the Hospitality Industry : The Case of Tunisia

In order to have a better attitude toward customers and to be able to deliver a better service, companies have to ensure that their internal customers are satisfied (Heskett et al., 1994). In this research, the focus is on identifying the relation between internal marketing and value creation in hotels, in order to have a better understanding of internal customers’ motivations in value creation. Internal customer satisfaction is validated as a vector of social stability. To identify the explicit and implicit expectations of internal customers, a survey method based on the cognitive approach is adopted. Our work shows that the performance of the company is closely related to internal customers’ satisfaction and is can have a big impact on adding value in the hospitality industry