摘要：The concept of Internal Marketing (IM) was first proposed in the mid 1970's as a way of achieving consistent service quality – a major issue in the services area. Its basic premise was 'to have satisfied customers, the firm must also have satisfied employees'. This could be best achieved by treating employees as customers, i.e. by applying the principles of marketing to job design and employee motivation. Since then, the concept has seen a number of major developments and its application today is no longer confined to the services area.
