What is Internal Custumer

The study focuses on the importance of human relations and why employee relations should be given importance in the aviation industry. In this context, first of all, information is included about the changes in the perspective of human beings throughout the development of management thought. Information about the service profit chain and employee service quality model in organizations is included. In employee relations management, the concept of the internal customer and its importance are emphasized, and the hierarchical process of the internal customer concept is included. Information is provided on what organizational managers should do to improve employee relations, ensure employee satisfaction, and retain employees. The strategic importance of employee relations for organizations is revealed by including the results of previous research on employee satisfaction and relations. Various suggestions are included for the development and sustainability of employee relations management in the aviation industry.