References
- Atkinson , P.E. 1990 . Creating Culture Change: The Key to Successful Total Quality Management , Bedford : IFS Publications .
- Berry , L.L. 1981 . The employee a customer . Journal of Retail Banking , March : 33 – 39 .
- Berry , L.L. 1984 . “ Services marketing is diVerent ” . In Services Marketing , Edited by: Lovelock , C.H. New York : Prentice-Hall .
- Berry , L.L. and Parasuraman , A. 1991 . Marketing Services: Competing Through Quality , New York : The Free Press .
- 1971 . “ Bolton Report ” . In Report of the Committee of Inquiry on Small Firms , London : HMSO . Chaired by: J.E. Bolton, Cmnd 4811
- Campbell , N.C.G. , Graham , J.L. , Jolibert , A. and Meissner , H.G. 1988 . Marketing negotiations in France, Germany, the United Kingdom, and the United States . Journal of Marketing , 52 : 49 – 62 .
- Christopher , M. , Payne , A. and Ballantyne , D. 1991 . Relationship Marketing: Bringing Quality, Customer Service, and Marketing Together , 118 – 135 . Oxford : Butterworth-Heinemann .
- Collins , B. and Payne , A. 1991 . Internal marketing: a new perspective of HRM . European Management Journal , 9 : 261 – 270 .
- 1985 . “ Companies Act ” . In Halsbury's Statutes, , 4th Edn Vol. 8 , 345
- Czepiel , J.A. 1990 . Service encounters and service relationships: implications for research . Journal of Business Research , 20 : 13 – 21 .
- Department of Health . 1997 . “ Competitiveness Profiling and Industry Mapping in the Medical Systems Industries: Executive Summary ” .
- Drucker , P.F. 1963 . The Practice of Management , London : Routledge .
- DTI . 1997 . Summary of Policy Initiatives , SheYeld : Small Firms Division, Department of Trade & Industry .
- EC . 1990 . Enterprises in Europe , Enterprise Policy European Commission Descriptive Analysis . 3rd Report,
- Flipo , J.-P. 1986 . Service firms: interdependence of external and internal marketing strategies . European Journal of Marketing , 20 : 5 – 14 .
- Foreman , S.K. and Money , A.H. 1995 . Internal marketing: concepts, measurement and application . Journal of Marketing Management , 11 : 755 – 768 .
- Gremler , D.D. , Bitner , M.J. and Evans , K.R. 1994 . The internal service encounter . International Journal of Service Industry Management , 5 : 34 – 56 .
- Gronroos , C. 1982 . Strategic Management & Marketing in the Service Sector , Swedish School of Economics and Business Administration Helsingfors , , Finland : US Marketing Science Institute . (1983) and UK Student literature-Chartwell-Bratt
- Gronroos , C. 1990 . Relationship approach to marketing in service contexts: the marketing and organizational behavior interface . Journal of Business Research , : 3 – 11 .
- Gummesson , E. 1987 . Using internal marketing to develop a new culture-the case of Ericsson quality . The Journal of Business & Industrial Marketing , 2 : 23 – 28 .
- Gummesson , E. 1990 . “ Organizing for marketing and the marketing organization ” . In The AMA Handbook of Marketing for the Service Industries , Edited by: Congram , C.A. and Friedman , M.L. New York : Amacon .
- Gummesson , E. 1993 . Quality Management in Service Organizations , New York : International Service Quality Association .
- Gummesson , E. 1998 . Implementation requires a relationship marketing paradigm . Journal of the Academy of Marketing Science , 26 : 242 – 249 .
- Helman , D. and Payne , A. 1992 . Internal Marketing: Myth Versus Reality , Working Paper No. SWP 5/92 Cranfield School of Management .
- Hofstede , G. 1984 . Culture's Consequences , Beverley Hills , CA : Sage .
- Kolbe , R.H. and Burnett , M.S. 1991 . Content-analysis research: an examination of applications with directives for improving research reliability and objectivity . Journal of Consumer Research , 18 : 243 – 250 .
- Kotler , P. 1991 . Marketing Management: Analysis, Planning & Control, , 7th edn , Englewood CliVs , NJ : Prentice-Hall .
- Krippendorff , K. 1980 . Content Analysis: An Introduction to its Methodology , California : Sage .
- Marshall , C. and Rossman , G.B. 1995 . Designing Qualitative Research, , 2nd edn , UK : Sage Publications .
- Mitchell , V.W. 1992 . Organizational homoeostasis: a role for internal marketing . Management Decision , 30 : 3 – 7 .
- Neave , H.R. 1990 . The Deming Dimension , 135 – 136 . Knoxville : SPC Press .
- Normann , R. 1984 . Service Management , New York : Wiley .
- Reichheld , F.F. and Sasser , W.E. 1990 . Zero defections: quality comes to services . Harvard Business Review , Sept.-Oct. : 105 – 111 .
- Rucci , A.J. , Kirn , S.P. and Quinn , R.T. 1998 . The employee-customer-profit chain at Sears . Harvard Business Review , Jan.-Feb. : 83 – 97 .
- Singh , M.P. 1990 . Service as a marketing strategy: a case study at reliance electric . Industrial Marketing Management , 19 : 193 – 200 .
- Usunier , J.C. 1993 . International Marketing: A Cultural Approach , Hemel Hempstead : Prentice Hall .