An Empirical Investigation of the Impact of Commitment and Trust on Internal Marketing

Eric Ng, Wei Ta Fang, Ching Yu Lien

Research output: Contribution to journalArticle

5 Citations (Scopus)


This article seeks to explore the impact of commitment and trust on internal marketing effectiveness within the hospital industry. The study was exploratory in nature and was conducted using the case study methodology. It involved 10 cases in the hospital industry, and a total of 20 interviews were conducted. Results revealed that both commitment and trust played a moderating role in five of the key tasks (i.e., training, motivation, company vision/goals, co-optation, and communication) of effective internal marketing.

Original languageEnglish
Pages (from-to)35-53
Number of pages19
JournalJournal of Relationship Marketing
Issue number1-2
Publication statusPublished - 2016 Apr 2



  • commitment
  • internal marketing
  • relationship marketing
  • service quality
  • services marketing
  • trust

ASJC Scopus subject areas

  • Marketing

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