THE CONVERGENCE BETWEEN HUMAN RESOURCES MANAGEMENT AND MARKETING: DETERMINING FACTORS OF ORGANIZATIONAL COMMUNICATION INFLUENCING INTERNAL COSTUMERS SATISFACTION

Abstract

Human Resources Management and Marketing have long been showing signs of joint action in favor of the company’s benefits. This is achieved through internal consumer satisfaction and organizational communication as key factors in the union of the two sciences. Based on this assumption, the objective of this paper is to analyze the convergence between
Human Resource Management and Marketing and, simultaneously, identify the factors underlying organizational communication capable of influencing internal customer satisfaction. The results reveal that interpersonal communication, the intention to turnover and the organizational climate enhance internal customer satisfaction.