The effects of internal marketing on organizational citizenship behavior: A study in Altin Çini&Seramik assocation

Internal marketing is a new marketing process, beginning with companies realize that the most important way to ensure external customer satisfaction and loyalty pass from accepting employees as a customer and satisfying, which becomes more important day by day. According to internal marketing concept internal customers need to be informed, trained and providing their motivations to serve external customers efficiently. Internal marketing was basically born in order to meet these needs.Organizational citizenship behavior can be summarized in the form of the desired for organization beneficial behaviors that aren?t included in the job descriptions of employees and based on volunteerism. Organizational citizenship behavior provides to increase the productivity of the organization and commitment to the organization.In this study, process of emergence of internal marketing, aims and effects on organizational citizenship have been researched. In this context, a survey was conducted with 250 employees of Altın Cini & Seramik Inc, operating in the province of Kütahya. 125 questionnaires were sent to the said company. 116 employees responded to the survey and number of valid questionnaires was determined as 110. Surveys were subjected to various tests and the results are shown in the tablesKeywords: Internal marketing, organizational citizenship behavior