Abstract
Several studies have examined the relationship between internal marketing and external customer satisfaction. Our research examined the relationship of the expatriate in his capacity as internal customer, considering the culture’s role on the latter in determining the perceived quality of service. Our study will reveal the mysterious relationship between culture and quality of service perceived through the internal marketing of the company. An empirical study of 378 expatriates working in service companies has helped revealing the employee’s role in the customer’ satisfaction through his culture.
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