Integrating internal branding antecedents, customer and job satisfaction in the public sector

Riyad Eid, Amna Al Zaabi, Rashed Alzahmi, Yasmeen Elsantil

Research output: Contribution to journalArticlepeer-review

9 Citations (Scopus)

Abstract

Purpose: The implementation of marketing concepts to the public sector is still a relatively new topic for researchers and practitioners. Moreover, although branding has become more prominent in the public sector, its role with employees is under explored. Following a review of internal branding and marketing literature in the private sector, the purpose of this study is enrich and contribute to the internal branding concept and the literature by expanding its insightful knowledge beyond that of the Western school of thought to the UAE government sector. Design/methodology/approach: The paper is based on a quantitative survey conducted among 304 public sector employees. These were measured on a five-point Likert scale. To test the model and the hypothesized relationships among the constructs of the model, structural equation modeling was used. Findings: The strength of the relationship between the constructs indicates that features of the suggested internal branding model are crucial to achieving both employee and customer satisfaction in the public sector. Originality/value: This study provides new theoretical grounds for studying internal branding in the public sector. It also supplies public sector organizations with a number of operative factors that may be essential if they are to provide enhanced satisfaction to public needs. It further contributes to the existing body of knowledge by expanding its knowledge beyond the Western school of thoughts as the study is about a non-Western government culture. Finally, it is probably the first to provide an integrative perspective of internal branding constructs in the public sector.

Original languageEnglish
Pages (from-to)1480-1503
Number of pages24
JournalInternational Journal of Organizational Analysis
Volume27
Issue number5
DOIs
Publication statusPublished - Oct 1 2019

Keywords

  • Abu Dhabi
  • Customer satisfaction
  • Internal branding
  • Job satisfaction
  • Public sector
  • Structural equation modeling (SEM)

ASJC Scopus subject areas

  • Strategy and Management
  • Organizational Behavior and Human Resource Management

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