摘要：The management of a business must create an environment that supports the empowerment of customer-centred employees. Every interaction between internal customers and the management of the business should focus on service delivery and the satisfaction of needs. The employee and internal training policy, planning procedures and management style of the business should support the creation of an internal climate of that nature. The focus of this article is to investigate the mutually beneficial nature of establishing long-term relationships with employees as internal customers of the business. The various principles that are important in improving relationships in the internal market of the business and managing these in a professional way are identified and discussed. These principles were tested in travel agencies in the Western Cape Province to determine their current and ideal application in the travel and tourism environment.
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