Internal Marketing at Continental Airlines: Convincing Employees that Management Knows Best

Marketing Letters

Volumn 13, Issue 2, 2002, Pages 75-89

  Prasad, Ashutosh ^a   Steffes, Erin ^a  

^a UNIVERSITY OF TEXAS AT DALLAS   (United States)

Author keywords

Employee compensation; Incentives; Internal marketing

Indexed keywords

EID: 0346438841     PISSN: 09230645     EISSN: None     Source Type: Journal    
DOI: 10.1023/A:1016009201552     Document Type: Article

References (19)

1. Barron J. M., and Gjerde, K. P. (1997). "Peer Pressure in an Agency Relationship," Journal of Labor Economics, 15(2), 234-254.
2. Basu A. K., Lal, R., Srinivasan, V., and Staelin, R. (1985). "Salesforce Compensation Plans: An Agency Theoretic Perspective," Marketing Science, 4(4), 367-291.
3. Bethune G., and Huler, S. (1998). From Worst to First: Behind the Scenes of Continental's Remarkable Comeback - A Flight Plan for Success. New York: John Wiley Sons, Inc.
4. Brenneman, G. (1998). "Right Away and all at Once: How We Saved Continental," Harvard Business Review, 76, 162-179.
5. Chu, W., and Desai, P. S. (1995). "Channel Coordination Mechanisms for Customer Satisfaction," Marketing Science, 14(4), 343-359.
6. Cooper, J., and Cronin, J. J. (2000). "Internal Marketing: A Competitive Strategy for the Long-Term Care Industry," Journal of Business Research, 48, 177-181.
7. Coughlan, A. T., and Sen, S. K. (1989). "Salesforce Compensation: Theory and Managerial Implications," Marketing Science, 8(4), 324-342.
8. Cowell, D. (1984). The Marketing of Services. London: Heineman.
9. George, W. R. (1990). "Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level," Journal of Business Research, 20, 63-70.
10. Hauser, J. R., Simester, D. I., and Wernerfelt, B. (1997). "Side Payments in Marketing," Marketing Science, 16(3), 246-255.
11. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, E. W., Jr., and Schlesinger, L. A. (1994). "Putting the Service-Profit Chain to Work," Harvard Business Review, (March/April), 164-172.
12. Hermalin, B. E. (1998). "Towards an Economic Theory of Leadership: Leading by Example," American Economic Review, 88(5), 1188-1206.
13. Holmstrom, B. (1982). "Moral Hazard in Teams," The Bell Journal of Economics, 13 (Autumn), 324-340.
14. Kandel, E., and Lazear, E. P. (1992). "Peer Pressure and Partnerships," Journal of Political Economy, 100(4), 801-817.
15. Kotler, P. (2000). Marketing Management The Millennium Edition. New Jersey: Prentice-Hall.
16. Knez, M., and Simester, D. I. (2001). "Firm-Wide Incentives and Mutual Monitoring at Continental Airlines," Journal of Labor Economics, 19(4), 743-772.
17. Lovelock, C. H. (1983). "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, 47, 9-20.
18. Pitt, L. F., and Foreman, S. K. (1999). "Internal Marketing Role in Organizations: A Transaction Cost Perspective," Journal of Business Research, 44, 25-36.
19. Schlesinger, L. A., and Heskett, J. L. (1991). "The Service-Driven Service Company," Harvard Business Review, (September/October), 71-81.