英文摘要 |
The interaction between employees and customers is the key to customer satisfaction. Both internal marketing and external marketing are critical elements in interactive marketing. However, internal marketing and external marketing belong to organizational level constructs; interactive marketing and customer satisfaction belong to individual level constructs. To avoid nested effects, this study applied hierarchical linear modeling (HLM) to test the cross level moderating effects of internal marketing and external marketing on the relationship between interactive marketing and customer satisfaction. Evidence from twenty-nine universities, which include twenty-nine questionnaires, were responded by recruitment staff. Two hundred and one questionnaires were responded by school teachers, four hundred and five questionnaires were responded by students. The results showed that: (1) interactive marketing had a positive effect on customer satisfaction, (2) internal marketing had a positive effect on customer satisfaction, (3) internal marketing had a positive moderating effect upon the relationship between interactive marketing and customer satisfaction, (4) external marketing had a positive effect on customer satisfaction, (5) external marketing had a negative moderating effect on the relationship between interactive marketing and customer satisfaction. |