The effect of internal marketing on customer-oriented with an emphasis on the mediating role of organizational silence and emotional labor (Case Study: Hamadan Youth and Sports Department)

When organizations are looking for ways to improve the delivery of services to their clients consultants are trying to give customers more features and their needs to be resolved. But intelligent and forward-thinking organizations to take any action in connection with its employees' behavior and their revision In the first step, and keep them satisfied. Studies show that customer satisfaction is achieved employee satisfaction. Research proves that happy employees are more committed to the organization and customers. Employees who are satisfied with their jobs are likely to bring organizations together successfully. Philosophy and treaty relationship between customers and employees (internal customers) organization, reflected in domestic marketing. Therefore they achieve success, more serious efforts to spend the day and try to improve the level of customer service quality In this study, the relationship between internal marketing and customer orientation in Hamedan looked Youth and Sports Department. Also in this respect the role of organizational silence and emotional variables are tested. In line with standard questionnaire was used to collect information and library resources. The population of this research are employees of Hamedan city Youth and Sports Department. The study purpose of gathering data is descriptive-survey. To analyze the data from methods such as questionnaires, Cronbach's alpha test, Kolmogorov-Smirnov test, pearson correlation analysis confirmatory factor analysis and structural equation model fit for the four-step method Baron and Kenny mediation analysis to investigate the relationship between mediation and lisrel SPSS21 software was used. Finally, it was confirmed fit the original study and the results showed that between internal marketing and customer orientation, with the mediating role of organizational silence and feel there is a significant positive relationship.