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Carrying the burden of the pandemic: the relationship between internal marketing, burnout, and job satisfaction in courier service industry

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Języki publikacji
EN
Abstrakty
EN
Background: The main purpose of this study is to examine the effect of internal marketing practices applied in the courier services industry on the job satisfaction of employees and the moderating effect of burnout in this relationship. Methods: To test the hypothesis, an online survey was conducted on a sample of 376 respondents from the Turkish courier industry. Research data was collected by a web-based survey distributed with the assistance of TUMTIS (All Transport Workers' Union) managers. Results: The results show that internal marketing practices have a positive and significant effect on job satisfaction, and burnout has a moderating effect on this relationship. The most interesting finding is that, in the case of high level of burnout, the relationship between internal marketing and job satisfaction is significant and negative. Conclusion: This is one of the few studies that considers the courier service industry from the perspective of employees, not customers. The findings could offer an elaborate understanding of how burnout affects the relationship between internal marketing and job satisfaction in the courier service that provides a bridge between companies and customers. The results of this study have a wide array of managerial implications for the courier service industry.
Czasopismo
Rocznik
Strony
173--183
Opis fizyczny
Bibliogr. 35 poz., rys., tab., wykr.
Twórcy
  • Department of International Trade and Logistics, Faculty of Economics, Administrative and Social Sciences, Toros University, Turkey
  • Department of Business Administration, Faculty of Economics, Administrative and Social Sciences, Toros University, Turkey
Bibliografia
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  • 5. Doukakis, I.P. & Kitchen, P.J. 2004. Internal marketing in UK Banks: Conceptual legitimacy or window dressing? The Internal Journal of Bank Marketing, 22(6), 421-452. https://doi.org/10.1108/02652320410559349
  • 6. Eroglu, S. G. 2014. A Research on the relation between emotional labor and burnout in organizations. Pamukkale University Journal of Social Sciences Institute, 14, 147-160. https://dergipark.org.tr/tr/download/article-file/411608
  • 7. Finney, S. & Scherrebeck, M.H. 2010. Internal marketing as a change management tool: A case study in rebranding. Journal of Marketing Communications, 16(5), 325-344. https://doi.org/10.1080/13527260903023916
  • 8. Foreman, S. & Money, A. 1995. Internal marketing: Concepts, measurement and application. Journal of Marketing Management, 11(8), 755-768. https://doi.org/10.1080/0267257X.1995.9964388
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  • 10. George, W.R. 1990. Internal marketing and organizational behavior: A partnership in developing customerconscious employees at every level. Journal of Business Research, 20(1), 63-70. https://doi.org/10.1016/0148-2963(90)90043-D
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  • 15. Kim, Y. 2012. Music therapists’ job satisfaction, collective self-esteem, and burnout. The Arts in Psychotherapy, 39(1), 66–71. https://doi.org/10.1016/j.aip.2011.10.002
  • 16. Kline, R. B. 2005. Principles and practice of structural equation modeling (2nd ed.). New York: Guilford Press. https://psycnet.apa.org/record/2005-03476-000
  • 17.Malach-Pines, A. 2005. The Burnout Measure, Short Version. International Journal of Stress Management, 12(1), 78–88. https://doi.org/10.1037/1072-5245.12.1.78
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  • 19. McAllister, C. P., Harris, J. N., Hochwarter, W. A., Perrewé, P. L. & Ferris, G. R. 2017. Got resources? A multi-sample constructive replication of perceived resource availability’s role in work passion–job outcomes relationships. Journal of Business and Psychology, 32, 147-164. https://doi.org/10.1007/s10869-016-9441-1
  • 20. Ozler, D.E. & Atalay, C.G. 2011. A research to determine the relationship between organizational cynicism and burnout levels of employees in health sector. Business Management Review, 1, 26-38. Corpus ID: 18118589
  • 21. Parker, P. A. & Kulik, J. A. 1995. Burnout, self and supervisor-rated job performance, and absenteeism among nurses. Journal of Behavioral Medicine, 18, 581–599. https://doi.org/10.1007/BF01857897
  • 22. Pines, A. M. & Aronson, E. 1988. Career burnout. New York: Free Press. https://www.scirp.org/(S(vtj3fa45qm1ean45vvffcz55))/reference/ReferencesPapers.aspx?ReferenceID=1640084
  • 23. Preacher, K. J. & Hayes, A. F. 2008. Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891. https://doi.org/10.3758/BRM.40.3.879
  • 24. Qu, J. 2021. Job satisfaction, expected retirement financial insufficiency, and the expected retirement age of the entrepreneurs: an attraction-selection-attrition theory perspective. Journal of Entrepreneurship in Emerging Economies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JEEE-06-2021-0219
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  • 26. Riyanto, S., Ariyanto, E. & Sihombing, L. 2019. Work life balance and its influence on employee engagement “Y” generation in courier service industry. International Review of Management and Marketing, 9(6), 25-31. https://doi.org/10.32479/irmm.8499
  • 27. Soyer, F., Can, Y. & Kale, F. 2009. To examine the physical education teacher’s job satisfaction and the level of exhaustion in aspect of some kinds of variables. Nigde University, Physical Education and Sport Sciences Journal, 3(9), 259-271. https://dergipark.org.tr/en/download/article-file/1032206
  • 28. Tabachnick, B. & Fidell, L. 2007. Using multivariate statistics. New York: Pearson Education Inc. ISBN-13: 9780137526543
  • 29. Thomason, B. & Williams, H. 2020. What will work-life balance look like after the pandemic? Harvard Business Review Magazine, https://hbr.org/2020/04/what-will-work-life-balance-look-like-after-the-pandemic. Date of access: 27/02/2021.
  • 30. Ting, S.C. 2010. The effect of internal marketing on organizational commitment: Job involvement and job satisfaction as mediators. Educational, 20(10), 1-30. https://doi.org/10.1080/21639159.2014.881609
  • 31. Tompkins, P.K. & Cheney, G. 1985. Communication and unobtrusive control in contemporary organizations. In R.D. McPhee & P.K. Tompkins (Eds.), Organizational communication: Traditional themes and new directions (pp. 179-210). Beverly Hills: Sage. https://flanagin.faculty.comm.ucsb.edu/CV/Tayloretal.2000(CY).pdf
  • 32. Wang, R.T. 2007. Improving Service Quality Using Quality Function Deployment: The Air Cargo Sector of China Airlines. Journal of Air Transport Management, 13, 221–228. https://doi.org/10.1016/j.jairtraman.2007.03.005
  • 33. Wu, W.Y., Tsai, C.C. & Fu, C.S. 2013. The relationships among internal marketing, job satisfaction, relationship marketing, customer orientation, and organizational performance: An empirical study of TFT-LCD companies in Taiwan. Human Factors and Ergonomics in Manufacturing & Service Industries, 23(5), 436-449. https://doi.org/10.1002/hfm.20329
  • 34. Yang, W.H. 2010. Relationships among internal marketing perceptions, organizational support, job satisfaction and role behavior in healthcare organizations. International Journal of Management, 27(2), 235-242. Corpus ID: 166838582
  • 35. Yildiz, S.M. & Kara, A. 2017. A unidimensional instrument for measuring internal marketing concept in the higher education sector: IM-11 scale. Quality Assurance in Education, 25(3), 343-361. https://doi.org/10.1108/QAE-02-2016-0009
Uwagi
PL
Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-ff75b738-0f63-46da-8542-260f67a8c5d9
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