Purpose Although the existing internal marketing (IM) scales include various scale items to measure employee motivation, they fall short of incorporating the needs and expectations of service sector employees. Hence, the purpose of this study is to present a practical instrument designed to measure the IM construct in the higher education sector. Design/methodology/approach Both quantitative and qualitative research methods were used in this empirical study. A qualitative method was used to develop the scale items to measure the IM construct and a quantitative method was used to test the scale developed in the higher education sector. The study sample included n = 240 academic staff from a large university. Both exploratory (EFA) and the confirmatory factor analyses (CFA) were used to confirm the dimensionality of the IM scale developed. Findings The study results showed that all items in the measurement scale were loaded on a single dimension that represents the IM construct in the higher education sector. The psychometric properties of the developed scale (IM-11) met and exceeded the expected criteria cited in the literature. Research limitations/implications The IM-11 scale presented in this study offers a practical tool for higher education administrators in their efforts to measure the needs and expectations of their employees. Moreover, this knowledge should provide a framework for the administration to develop strategies for employee motivation, job satisfaction and performance and assume additional responsibilities in their efforts to serving their external customers better. Sample size, cultural factors and the complex nature of university academic staff limit one’s ability to generalize these results to broader populations. Originality/value In line with the information provided in the literature on IM, this study developed a simple and practical instrument to measure the IM construct for an academic unit within a university.

Significant growth trends in the popularity and use of PSCs can be observed around the world. Among the many factors contributing to this trend (and perhaps the most significant) is the shift in consumer attitudes towards attaining a healthier lifestyle through the means of exercise and physical activity. This enhanced consumer demand has contributed to the proliferation of both commercial and not-for-profit Sports and Physical Activity Services (SPS), resulting in a highly competitive market environment. In order to be successful in this competitive environment, SPS organisations need to adopt customer-oriented strategies, focus on satisfying their customers' needs and differentiate themselves from the competition. To this end, service quality becomes a crucial factor in both maintaining existing customers and attracting new ones.Current literature presents differing views on how to measure the service quality construct. Some scholars argue that universal standardised measurements of

Despite the existence of numerous important factors that affect organisations' efficiency and productivity, including leader-member exchange, mobbing, and employee turnover intentions, studies analysing the relationships among these variables are scarce in the sports literature. Hence, the purpose of this study was to investigate the relationships between leader-member exchange and turnover intentions, focusing primarily on the mediating role of mobbing. The sample for the study was collected from participants who worked in a public organisation providing sports and physical activity services. The results of the study showed statistically significant relationships among leader-member exchange, mobbing, and employee turnover intentions. More specifically, leader-member exchange was found to have a significant negative relationship with mobbing and employee turnover intentions. Mobbing, on the other hand, had a significant positive relationship with employee turnover intentions and mediated the relationship between leader-member exchange and employee turnover intentions. Managerial and research implications and contributions of the study were discussed.

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