HFT 2500 Chapter 10; Internal
Marketing questions well answered
Internal Marketing - correct answer ✔✔The practice of applying the philosophy and practices of
marketing to the people that serve the external customer so that the best possible people can
be employed AND retained as well as do the best possible work. The objective is to enable
employees to deliver satisfying products to the guest.
Moment of Truth - correct answer ✔✔When employee and customer have contact. The
hospitality industry is unique in that employees are part of the product. Employee satisfaction
creates customer satisfaction and customer dissatisfaction reduces employee satisfaction.
Internal Marketing Process - correct answer ✔✔1. Establishment of a service culture.
2. Development of a marketing approach to human resource management.
3. Dissemination of marketing information to employees.
Service Culture - correct answer ✔✔A culture which supports customer service through
policies, procedures, reward systems, and actions. It MUST be developed in hospitality
organizations. Internal marketing stems from service culture.
Organizational Culture - correct answer ✔✔The pattern of shared values and beliefs that give
members of an organization meaning, providing them with the rules for behavior in the
organization. Should be service oriented and support serving the customer.
STRONG Organizational Culture - correct answer ✔✔Directs behavior. Gives empowerment,
common values, and particular roles. Also gives employees a sense of purpose and makes them
FEEL GOOD about their company.
Marketing questions well answered
Internal Marketing - correct answer ✔✔The practice of applying the philosophy and practices of
marketing to the people that serve the external customer so that the best possible people can
be employed AND retained as well as do the best possible work. The objective is to enable
employees to deliver satisfying products to the guest.
Moment of Truth - correct answer ✔✔When employee and customer have contact. The
hospitality industry is unique in that employees are part of the product. Employee satisfaction
creates customer satisfaction and customer dissatisfaction reduces employee satisfaction.
Internal Marketing Process - correct answer ✔✔1. Establishment of a service culture.
2. Development of a marketing approach to human resource management.
3. Dissemination of marketing information to employees.
Service Culture - correct answer ✔✔A culture which supports customer service through
policies, procedures, reward systems, and actions. It MUST be developed in hospitality
organizations. Internal marketing stems from service culture.
Organizational Culture - correct answer ✔✔The pattern of shared values and beliefs that give
members of an organization meaning, providing them with the rules for behavior in the
organization. Should be service oriented and support serving the customer.
STRONG Organizational Culture - correct answer ✔✔Directs behavior. Gives empowerment,
common values, and particular roles. Also gives employees a sense of purpose and makes them
FEEL GOOD about their company.
