Internal marketing in restaurant business with the tool of staff training : case study: Nordic Kitchen, HMSHost Finland
Vu, Pham Thu Tra (2020)
Vu, Pham Thu Tra
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202004205370
https://urn.fi/URN:NBN:fi:amk-202004205370
Tiivistelmä
The aim of the study was to determine the importance and benefits of Internal Marketing within restaurant business and to evaluate staff training as a possible tool for effectively implement internal marketing strategies at the organisation.
The thesis consists of a literature review from previous studies and sources, analyzing the key impacts of Internal Marketing on the organisation, its personnel and finally its customers, as well as examining its strategies and efforts. Staff Training is evaluated as one of the key practices of internal marketing within service industry, which directly contribute to its successful outcomes. Moreover, a case study research about Nordic Kitchen Restaurant, HMSHost Finland was conducted with both qualitative and quantitative nature, analyzing how Internal Marketing has been adopted and implemented in the organization’s business plan and management strategies, as well as contribution of staff training to the outcomes of it.
The key findings showed that Internal Marketing involves creating a strong working culture where not only organization’s vision, missions and values but also service standards are praised as the guiding principles for its members’ attitudes and behaviors. Also, it contributes to maintain the supportive working environment where employees are enabled and empowered. Staff training is an effective tool to leverage the outcomes of internal marketing within the business, being combined with other activities and efforts from management. The case study gave a good example of how internal marketing concept can be adopted in business plan and management strategies, with the utilization of staff training.
The thesis consists of a literature review from previous studies and sources, analyzing the key impacts of Internal Marketing on the organisation, its personnel and finally its customers, as well as examining its strategies and efforts. Staff Training is evaluated as one of the key practices of internal marketing within service industry, which directly contribute to its successful outcomes. Moreover, a case study research about Nordic Kitchen Restaurant, HMSHost Finland was conducted with both qualitative and quantitative nature, analyzing how Internal Marketing has been adopted and implemented in the organization’s business plan and management strategies, as well as contribution of staff training to the outcomes of it.
The key findings showed that Internal Marketing involves creating a strong working culture where not only organization’s vision, missions and values but also service standards are praised as the guiding principles for its members’ attitudes and behaviors. Also, it contributes to maintain the supportive working environment where employees are enabled and empowered. Staff training is an effective tool to leverage the outcomes of internal marketing within the business, being combined with other activities and efforts from management. The case study gave a good example of how internal marketing concept can be adopted in business plan and management strategies, with the utilization of staff training.