An evaluation of the opinions of hospital employees regarding the contribution of internal marketing to the application of total quality management in Turkey.
This research was conducted in a training-research hospital in Ankara, the capital of Turkey, in order to assess the contributions of internal marketing to the success of TQM applications by means of employee communication and participation. The key findings of this research indicate that the cultural changes needed to maintain the success of TQM applications in the organization were not achieved, there were problems in the internal communication system, effective participation of employees was not achieved, and public relations and internal marketing activities were not employed in a sufficient manner. Specific managerial recommendations are offered in regard to ensuring effective employee support and participation in TQM applications, improving internal communication, and effective application of modern internal marketing tools and methods.
Karasa
Arzu
A
Gazi University, Ankara, Turkey. arzukarasac@yahoo.com
Akinci
Fevzi
F
EsatoElu
A
A
Parsons
Amy L
AL
Sarp
Nilgòn
N
D000328:Adult; D001291:Attitude of Health Personnel; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D009042:Motivation; D015279:Organizational Culture; D009937:Organizational Objectives; D010564:Personnel, Hospital; D010565:Persuasive Communication; D011795:Surveys and Questionnaires; D017749:Total Quality Management; D014421:Turkey