-
1
-
-
33344455195
-
Internal marketing and the mediating role of organizational competencies
-
Ahmed, P.K., Rafiq, M. and Saad, N.M. (2003), "Internal marketing and the mediating role of organizational competencies", European Journal of Marketing, Vol. 37 No. 9, pp. 1221-41.
-
(2003)
European Journal of Marketing
, vol.37
, Issue.9
, pp. 1221-41
-
-
Ahmed, P.K.1
Rafiq, M.2
Saad, N.M.3
-
2
-
-
0000154771
-
Sales force performance and satisfaction as a function of individual difference, interpersonal, and situational factors
-
Bagozzi, R.P. (1978), "Sales force performance and satisfaction as a function of individual difference, interpersonal, and situational factors", Journal of Marketing Research, Vol. 15 No. 4, pp. 517-31.
-
(1978)
Journal of Marketing Research
, vol.15
, Issue.4
, pp. 517-31
-
-
Bagozzi, R.P.1
-
3
-
-
85009535713
-
Examining business strategy, sales management, and salesperson antecedents of sales organization effectiveness
-
Baldauf, A., Cravens, D.W. and Piercy, N.F. (2001), "Examining business strategy, sales management, and salesperson antecedents of sales organization effectiveness", Journal of Personal Selling & Sales Management, Vol. 21 No. 2, pp. 109-23.
-
(2001)
Journal of Personal Selling & Sales Management
, vol.21
, Issue.2
, pp. 109-23
-
-
Baldauf, A.1
Cravens, D.W.2
Piercy, N.F.3
-
4
-
-
85133472277
-
A relationship-mediated theory of internal marketing
-
Ballantyne, D. (2003), "A relationship-mediated theory of internal marketing", European Journal of Marketing, Vol. 37 No. 9, pp. 1242-60.
-
(2003)
European Journal of Marketing
, vol.37
, Issue.9
, pp. 1242-60
-
-
Ballantyne, D.1
-
5
-
-
20444480862
-
The impact of internal marketing activities on external marketing output
-
Bansal, H.S., Mendelson, M.B. and Sharma, B. (2001), "The impact of internal marketing activities on external marketing output", Journal of Quality Management, Vol. 6 No. 1, pp. 61-76.
-
(2001)
Journal of Quality Management
, vol.6
, Issue.1
, pp. 61-76
-
-
Bansal, H.S.1
Mendelson, M.B.2
Sharma, B.3
-
6
-
-
33746435247
-
The role of culture strength in shaping sales force outcomes
-
Barnes, J.W., Jackson, D.W., Hutt, M.D. and Kumar, A. (2006), "The role of culture strength in shaping sales force outcomes", Journal of Personal Selling & Sales Management, Vol. 26 No. 3, pp. 255-70.
-
(2006)
Journal of Personal Selling & Sales Management
, vol.26
, Issue.3
, pp. 255-70
-
-
Barnes, J.W.1
Jackson, D.W.2
Hutt, M.D.3
Kumar, A.4
-
7
-
-
0040701339
-
Salesperson motivation to perform and job satisfaction: A sales contest participant perspective
-
Beltramini, R.F. and Evans, K.R. (1988), "Salesperson motivation to perform and job satisfaction: a sales contest participant perspective", Journal of Personal Selling & Sales Management, Vol. 8 No. 2, pp. 35-43.
-
(1988)
Journal of Personal Selling & Sales Management
, vol.8
, Issue.2
, pp. 35-43
-
-
Beltramini, R.F.1
Evans, K.R.2
-
8
-
-
0026954447
-
On the fit of models to covariances and methodology to the bulletin
-
Bentler, P.M. (1992), "On the fit of models to covariances and methodology to the bulletin", Psychological Bulletin, Vol. 112 No. 3, pp. 400-5.
-
(1992)
Psychological Bulletin
, vol.112
, Issue.3
, pp. 400-5
-
-
Bentler, P.M.1
-
9
-
-
4243159210
-
Significance tests and goodness of fit in the analysis of covariance structures
-
Bentler, P.M. and Bonett, D.G. (1980), "Significance tests and goodness of fit in the analysis of covariance structures", Psychological Bulletin, Vol. 88, pp. 588-606.
-
(1980)
Psychological Bulletin
, vol.88
, pp. 588-606
-
-
Bentler, P.M.1
Bonett, D.G.2
-
10
-
-
0039998524
-
The employee as customer
-
Berry, L.L. (1981), "The employee as customer", Journal of Retail Banking, Vol. 3, pp. 25-8.
-
(1981)
Journal of Retail Banking
, vol.3
, pp. 25-8
-
-
Berry, L.L.1
-
11
-
-
0002260104
-
Big ideas in services marketing
-
Berry, L.L. (1987), "Big ideas in services marketing", Journal of Services Marketing, Vol. 1 No. 1, pp. 5-10.
-
(1987)
Journal of Services Marketing
, vol.1
, Issue.1
, pp. 5-10
-
-
Berry, L.L.1
-
14
-
-
45749124646
-
Services marketing starts from within
-
Varey, R. Lewis, J. Routledge London
-
Berry, L.L. and Parasuraman, A. (2000), "Services marketing starts from within", in Varey, R. and Lewis, J. (Eds), Internal Marketing. Directions for Managers, Routledge, London, pp. 176-91.
-
(2000)
Internal Marketing. Directions for Managers
, pp. 176-91
-
-
Berry, L.L.1
Parasuraman, A.2
-
15
-
-
3142757259
-
Improving retailer capability for effective consumerism response
-
Berry, L.L., Hensel, J.S. and Burke, M.C. (1976), "Improving retailer capability for effective consumerism response", Journal of Retailing, Vol. 52 No. 3, pp. 3-14.
-
(1976)
Journal of Retailing
, vol.52
, Issue.3
, pp. 3-14
-
-
Berry, L.L.1
Hensel, J.S.2
Burke, M.C.3
-
16
-
-
0442325729
-
Market orientation and its implications
-
Blois, K. Oxford University Press New York, NY
-
Blois, K. and Dalgic, T. (2000), "Market orientation and its implications", in Blois, K. (Ed.), Oxford Textbook of Marketing, Oxford University Press, New York, NY, pp. 20-36.
-
(2000)
Oxford Textbook of Marketing
, pp. 20-36
-
-
Blois, K.1
Dalgic, T.2
-
18
-
-
0141543655
-
The marketing philosophy as a way of business life
-
Barksadale, H.C. Holt Reinhart and Winston New York, NY
-
Borch, F.J. (1964), "The marketing philosophy as a way of business life", in Barksadale, H.C. (Ed.), Marketing Process, Holt Reinhart and Winston, New York, NY.
-
(1964)
Marketing Process
-
-
Borch, F.J.1
-
19
-
-
0042810039
-
The influence of selected antecedents on frontline staff's perception of service recovery performance
-
Boshoff, C. and Allen, J. (2000), "The influence of selected antecedents on frontline staff's perception of service recovery performance", International journal of Service Industry Management, Vol. 11 No. 1, pp. 53-90.
-
(2000)
International Journal of Service Industry Management
, vol.11
, Issue.1
, pp. 53-90
-
-
Boshoff, C.1
Allen, J.2
-
20
-
-
0026824741
-
The empowerment of service employees: What, why, how and when?
-
Bowen, D.E. and Lawler, E.E. (1992), "The empowerment of service employees: what, why, how and when?", Sloan Management Review, Vol. 33, pp. 31-40.
-
(1992)
Sloan Management Review
, vol.33
, pp. 31-40
-
-
Bowen, D.E.1
Lawler, E.E.2
-
21
-
-
0001840450
-
Boundary-spanning-role employees and the service encounter: Some guidelines for management and research
-
Czepiel, J.A. Slolomon, M.R. Surprenant, C.F. Heath and Company Lexington
-
Bowen, D.E. and Schneider, B. (1985), "Boundary-spanning-role employees and the service encounter: some guidelines for management and research", in Czepiel, J.A., Slolomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Heath and Company, Lexington, pp. 127-47.
-
(1985)
The Service Encounter: Managing Employee/Customer Interaction in Service Businesses
, pp. 127-47
-
-
Bowen, D.E.1
Schneider, B.2
-
22
-
-
0039107370
-
Individual conceptions of public services motivation
-
Brewer, G.A., Selden, S.C. and Facer, R.L. (2000), "Individual conceptions of public services motivation", Public Administration Review, Vol. 60 No. 3, pp. 254-63.
-
(2000)
Public Administration Review
, vol.60
, Issue.3
, pp. 254-63
-
-
Brewer, G.A.1
Selden, S.C.2
Facer, R.L.3
-
23
-
-
21144480256
-
Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects
-
Brown, S.P. and Peterson, R.A. (1993), "Antecedents and consequences of salesperson job satisfaction: meta-analysis and assessment of causal effects", Journal of Marketing Research, Vol. 30 No. 1, pp. 63-78.
-
(1993)
Journal of Marketing Research
, vol.30
, Issue.1
, pp. 63-78
-
-
Brown, S.P.1
Peterson, R.A.2
-
24
-
-
0036003883
-
The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings
-
Brown, T.J., Mowen, J.C., Donavan, D.T. and Licata, J.W. (2002), "The customer orientation of service workers: personality trait effects on self- and supervisor performance ratings", Journal of Marketing Research, Vol. 39 No. 1, pp. 110-9.
-
(2002)
Journal of Marketing Research
, vol.39
, Issue.1
, pp. 110-9
-
-
Brown, T.J.1
Mowen, J.C.2
Donavan, D.T.3
Licata, J.W.4
-
25
-
-
0002445737
-
Leadership as empowering others
-
Snvastra, S. Jossey-Bass San Francisco, CA
-
Burke, W. (1986), "Leadership as empowering others", in Snvastra, S. (Ed.), Executive Power, Jossey-Bass, San Francisco, CA, pp. 51-77.
-
(1986)
Executive Power
, pp. 51-77
-
-
Burke, W.1
-
26
-
-
33749518887
-
The influence of psychological climate on the salesperson customer orientation-salesperson performance relationship
-
Burnthorne, T., Carr, J., Gregory, B. and Dwyer, S. (2005), "The influence of psychological climate on the salesperson customer orientation-salesperson performance relationship", Journal of Marketing Theory & Practice, Vol. 13 No. 2, pp. 59-71.
-
(2005)
Journal of Marketing Theory & Practice
, vol.13
, Issue.2
, pp. 59-71
-
-
Burnthorne, T.1
Carr, J.2
Gregory, B.3
Dwyer, S.4
-
28
-
-
84936824321
-
Matching people and organizations: Selection and socialization in public accounting firms
-
Chatman, J.A. (1991), "Matching people and organizations: selection and socialization in public accounting firms", Administrative Science Quarterly, Vol. 36 No. 3, pp. 459-84.
-
(1991)
Administrative Science Quarterly
, vol.36
, Issue.3
, pp. 459-84
-
-
Chatman, J.A.1
-
29
-
-
84980201927
-
Managerial and organizational factors associated with company performance: Part 1
-
Child, J. (1974), "Managerial and organizational factors associated with company performance: Part 1", Journal of Management Studies, Vol. 11 No. 3, pp. 175-89.
-
(1974)
Journal of Management Studies
, vol.11
, Issue.3
, pp. 175-89
-
-
Child, J.1
-
30
-
-
0002394680
-
Estimates and tests in structural equation modeling
-
Hoyle, R.H. Sage Newbury Park, CA
-
Chou, C. and Bentler, R.P. (1995), "Estimates and tests in structural equation modeling", in Hoyle, R.H. (Ed.), Structural Equation Modeling: Concepts, Issues and Applications, Sage, Newbury Park, CA, pp. 37-55.
-
(1995)
Structural Equation Modeling: Concepts, Issues and Applications
, pp. 37-55
-
-
Chou, C.1
Bentler, R.P.2
-
31
-
-
0012546480
-
How critical is internal customer orientation to market orientation?
-
Conduit, J. and Mavondo, F.T. (2001), "How critical is internal customer orientation to market orientation?", Journal of Business Research, Vol. 51 No. 1, pp. 11-24.
-
(2001)
Journal of Business Research
, vol.51
, Issue.1
, pp. 11-24
-
-
Conduit, J.1
Mavondo, F.T.2
-
32
-
-
0000215723
-
The empowerment process: Integrating theory and practice
-
Conger, J.A. and Kanungo, R.N. (1988), "The empowerment process: integrating theory and practice", Academy of Management Review, Vol. 13, pp. 471-82.
-
(1988)
Academy of Management Review
, vol.13
, pp. 471-82
-
-
Conger, J.A.1
Kanungo, R.N.2
-
33
-
-
0000070051
-
Personality and vocational interests in an adult sample
-
Costa, P.T. Jr., McCrae, R.R. and Holland, J.L. (1984), "Personality and vocational interests in an adult sample", Journal of Applied Psychology, Vol. 69 No. 3, pp. 390-400.
-
(1984)
Journal of Applied Psychology
, vol.69
, Issue.3
, pp. 390-400
-
-
Costa Jr., P.T.1
McCrae, R.R.2
Holland, J.L.3
-
34
-
-
0002514091
-
Employee participation: Diverse forms and different outcomes
-
Cotton, J.L., Vollrath, D.A., Froggatt, K., Lengnick-Hall, M.L. and Jennings, K.R. (1988), "Employee participation: diverse forms and different outcomes", Academy of Management Review, Vol. 13 No. 1, pp. 8-22.
-
(1988)
Academy of Management Review
, vol.13
, Issue.1
, pp. 8-22
-
-
Cotton, J.L.1
Vollrath, D.A.2
Froggatt, K.3
Lengnick-Hall, M.L.4
Jennings, K.R.5
-
35
-
-
84986038345
-
Integrating internal marketing with participative management
-
Davis, T.R.V. (2001), "Integrating internal marketing with participative management", Management Decision, Vol. 39 No. 2, pp. 121-32.
-
(2001)
Management Decision
, vol.39
, Issue.2
, pp. 121-32
-
-
Davis, T.R.V.1
-
36
-
-
0040984002
-
The capabilities of market-driven organizations
-
Day, G.S. (1994), "The capabilities of market-driven organizations", Journal of Marketing, Vol. 58 No. 4, pp. 37-52.
-
(1994)
Journal of Marketing
, vol.58
, Issue.4
, pp. 37-52
-
-
Day, G.S.1
-
37
-
-
0038143968
-
Misconceptions about market orientation
-
Day, G.S. (1999), "Misconceptions about market orientation", Journal of Market-Focused Management, Vol. 4 No. 1, pp. 5-16.
-
(1999)
Journal of Market-Focused Management
, vol.4
, Issue.1
, pp. 5-16
-
-
Day, G.S.1
-
38
-
-
0000072868
-
Measuring market orientation: Generalization and synthesis
-
Deshpandé, R. and Farley, J. (1998), "Measuring market orientation: generalization and synthesis", Journal of Market Focused Management, Vol. 2 No. 3, pp. 213-32.
-
(1998)
Journal of Market Focused Management
, vol.2
, Issue.3
, pp. 213-32
-
-
Deshpandé, R.1
Farley, J.2
-
39
-
-
0001487639
-
Organizational culture and marketing: Defining the research agenda
-
Deshpandé, R. and Webster, F.E. (1989), "Organizational culture and marketing: defining the research agenda", Journal of Marketing, Vol. 53 No. 1, pp. 3-15.
-
(1989)
Journal of Marketing
, vol.53
, Issue.1
, pp. 3-15
-
-
Deshpandé, R.1
Webster, F.E.2
-
40
-
-
0040218852
-
Corporate culture, customer orientation and innovativeness in Japanese firms: A quadrant analysis
-
Deshpandé, R., Farley, J. and Webster, F. (1993), "Corporate culture, customer orientation and innovativeness in Japanese firms: a quadrant analysis", Journal of Marketing, Vol. 52 No. 1, pp. 3-15.
-
(1993)
Journal of Marketing
, vol.52
, Issue.1
, pp. 3-15
-
-
Deshpandé, R.1
Farley, J.2
Webster, F.3
-
41
-
-
84938048317
-
Universalistic and contingency predictions of employee satisfaction and conflict
-
Dewar, R. and Werbel, J. (1979), "Universalistic and contingency predictions of employee satisfaction and conflict", Administrative Science Quarterly, Vol. 24, pp. 426-48.
-
(1979)
Administrative Science Quarterly
, vol.24
, pp. 426-48
-
-
Dewar, R.1
Werbel, J.2
-
42
-
-
33750377130
-
Role stress among front-line employees
-
Looy, B.V. Gemmel, P. Dierdonck, R.V. 2nd ed. Prentice-Hall Englewood Cliffs, NJ
-
Dewettinck, K. and Buyens, D. (2003), "Role stress among front-line employees", in Looy, B.V., Gemmel, P. and Dierdonck, R.V. (Eds), Services Management: An Integrated Approach, 2nd ed., Prentice-Hall, Englewood Cliffs, NJ.
-
(2003)
Services Management: An Integrated Approach
-
-
Dewettinck, K.1
Buyens, D.2
-
43
-
-
84946289344
-
Linking market orientation and company performance: Preliminary evidence on Kohli and Jaworski's framework
-
Diamantopoulos, A. and Hart, S. (1993), "Linking market orientation and company performance: preliminary evidence on Kohli and Jaworski's framework", Journal of Strategic Marketing, Vol. 1 No. 2, pp. 93-121.
-
(1993)
Journal of Strategic Marketing
, vol.1
, Issue.2
, pp. 93-121
-
-
Diamantopoulos, A.1
Hart, S.2
-
44
-
-
1642587243
-
Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors
-
Donavan, D.T., Brown, T.J. and Mowen, J.C. (2004), "Internal benefits of service-worker customer orientation: job satisfaction, commitment, and organizational citizenship behaviors", Journal of Marketing, Vol. 68 No. 1, pp. 128-46.
-
(2004)
Journal of Marketing
, vol.68
, Issue.1
, pp. 128-46
-
-
Donavan, D.T.1
Brown, T.J.2
Mowen, J.C.3
-
45
-
-
0001852556
-
Making the marketing concept work
-
Felton, A.P. (1959), "Making the marketing concept work", Harvard Business Review, Vol. 37 No. 4, pp. 55-65.
-
(1959)
Harvard Business Review
, vol.37
, Issue.4
, pp. 55-65
-
-
Felton, A.P.1
-
46
-
-
84986146451
-
Relationship selling and customer loyalty: An empirical investigation
-
Foster, B.D. and Cadogan, J.W. (2000), "Relationship selling and customer loyalty: an empirical investigation", Marketing, Intelligence and Planning, Vol. 18 No. 4, pp. 185-99.
-
(2000)
Marketing, Intelligence and Planning
, vol.18
, Issue.4
, pp. 185-99
-
-
Foster, B.D.1
Cadogan, J.W.2
-
48
-
-
33747372859
-
Internal marketing and organizational behavior: A partnership in developing customer conscious employees at every level
-
George, W.R. (1990), "Internal marketing and organizational behavior: a partnership in developing customer conscious employees at every level", Journal of Business Research, Vol. 20, pp. 63-70.
-
(1990)
Journal of Business Research
, vol.20
, pp. 63-70
-
-
George, W.R.1
-
50
-
-
33344476377
-
Measuring internal market orientation in services: Some empirical evidence
-
Gounaris, S. (2006), "Measuring internal market orientation in services: some empirical evidence", Journal of Business Research, Vol. 59 No. 4, pp. 432-48.
-
(2006)
Journal of Business Research
, vol.59
, Issue.4
, pp. 432-48
-
-
Gounaris, S.1
-
51
-
-
33344466519
-
Managing a firm's behavior through market orientation development: Some empirical finding
-
Gounaris, S., Avlonitis, G.J. and Papastathopoulou, P. (2004), "Managing a firm's behavior through market orientation development: some empirical finding", European Journal of Marketing, Vol. 38 Nos 11/12, pp. 1481-508.
-
(2004)
European Journal of Marketing
, vol.38
, Issue.11-12
, pp. 1481-508
-
-
Gounaris, S.1
Avlonitis, G.J.2
Papastathopoulou, P.3
-
52
-
-
0009025944
-
Internal marketing: The key to external marketing success
-
Greene, W.E., Walls, G.D. and Schrest, L.J. (1994), "Internal marketing: the key to external marketing success", Journal of Services Marketing, Vol. 8 No. 4, pp. 5-13.
-
(1994)
Journal of Services Marketing
, vol.8
, Issue.4
, pp. 5-13
-
-
Greene, W.E.1
Walls, G.D.2
Schrest, L.J.3
-
53
-
-
84981988594
-
Market orientation and company performance: Empirical evidence from UK companies
-
Greenley, G.E. (1995), "Market orientation and company performance: empirical evidence from UK companies", British Journal of Management, Vol. 6 No. 1, pp. 1-13.
-
(1995)
British Journal of Management
, vol.6
, Issue.1
, pp. 1-13
-
-
Greenley, G.E.1
-
54
-
-
0001347123
-
Role conflict, role ambiguity, job satisfaction and the moderating effect of job related self esteem: A latent variable analysis
-
Gregson, T. and Wendell, J. (1994), "Role conflict, role ambiguity, job satisfaction and the moderating effect of job related self esteem: a latent variable analysis", Journal of Applied Business Research, Vol. 10 No. 2, pp. 106-13.
-
(1994)
Journal of Applied Business Research
, vol.10
, Issue.2
, pp. 106-13
-
-
Gregson, T.1
Wendell, J.2
-
55
-
-
0003348625
-
Internal marketing: An integral part of marketing theory
-
Donnelly, J. George, W. American Marketing Association Proceedings Series, American Marketing Association Chicago, IL
-
Grönroos, C. (1981), "Internal marketing: an integral part of marketing theory", in Donnelly, J. and George, W. (Eds), Marketing of Services, American Marketing Association Proceedings Series, American Marketing Association, Chicago, IL, pp. 236-8.
-
(1981)
Marketing of Services
, pp. 236-8
-
-
Grönroos, C.1
-
57
-
-
0002903653
-
Toward a third phase in service quality research: Challenges and future directions
-
Grönroos, C. (1993), "Toward a third phase in service quality research: challenges and future directions", Advances in Services Marketing and Management, Vol. 2, pp. 49-64.
-
(1993)
Advances in Services Marketing and Management
, vol.2
, pp. 49-64
-
-
Grönroos, C.1
-
58
-
-
21844506036
-
Relationship marketing: The strategy continuum
-
Grönroos, C. (1995), "Relationship marketing: the strategy continuum", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 252-4.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, Issue.4
, pp. 252-4
-
-
Grönroos, C.1
-
59
-
-
84986082886
-
From marketing mix to relationship marketing - Towards a paradigm shift in marketing
-
Grönroos, C. (1997), "From marketing mix to relationship marketing - towards a paradigm shift in marketing", Management Decision, Vol. 35 Nos 3/4, pp. 322-39.
-
(1997)
Management Decision
, vol.35
, Issue.3-4
, pp. 322-39
-
-
Grönroos, C.1
-
60
-
-
84948224975
-
Lip service - A neglected area in service marketing
-
Gummesson, E. (1987), "Lip service - a neglected area in service marketing", Journal of Services Marketing, Vol. 1 No. 1, pp. 19-24.
-
(1987)
Journal of Services Marketing
, vol.1
, Issue.1
, pp. 19-24
-
-
Gummesson, E.1
-
61
-
-
84986129177
-
Marketing-orientation revisited: The crucial role of the part-time marketer
-
Gummesson, E. (1991), "Marketing-orientation revisited: the crucial role of the part-time marketer", European Journal of Marketing, Vol. 25 No. 2, pp. 60-75.
-
(1991)
European Journal of Marketing
, vol.25
, Issue.2
, pp. 60-75
-
-
Gummesson, E.1
-
62
-
-
2442623927
-
Sabotage market-oriented culture change: An exploration of resistance justifications and approaches
-
Harris, L.C. (2002), "Sabotage market-oriented culture change: an exploration of resistance justifications and approaches", Journal of Marketing Theory and Practice, Vol. 10 No. 3, pp. 58-74.
-
(2002)
Journal of Marketing Theory and Practice
, vol.10
, Issue.3
, pp. 58-74
-
-
Harris, L.C.1
-
63
-
-
0008901711
-
The responses of front line employees to market-oriented culture change
-
Harris, L.C. and Ogbonna, E. (2000), "The responses of front line employees to market-oriented culture change", European Journal of Marketing, Vol. 34 No. 3l4, pp. 318-40.
-
(2000)
European Journal of Marketing
, vol.34
, Issue.3-4
, pp. 318-40
-
-
Harris, L.C.1
Ogbonna, E.2
-
64
-
-
0030495521
-
The affective implications of perceived congruence with culture dimensions during organizational transformation
-
Harris, S.O. and Mossholder, K.W. (1996), "The affective implications of perceived congruence with culture dimensions during organizational transformation", Journal of Management, Vol. 22 No. 4, pp. 527-47.
-
(1996)
Journal of Management
, vol.22
, Issue.4
, pp. 527-47
-
-
Harris, S.O.1
Mossholder, K.W.2
-
65
-
-
0036339914
-
Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis
-
Harter, J.K., Schmidt, F.L. and Hayes, T.L. (2002), "Business-unit- level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis", Journal of Applied Psychology, Vol. 87 No. 2, pp. 268-79.
-
(2002)
Journal of Applied Psychology
, vol.87
, Issue.2
, pp. 268-79
-
-
Harter, J.K.1
Schmidt, F.L.2
Hayes, T.L.3
-
66
-
-
0030501311
-
The management of customer contact service employees: An empirical investigation
-
Hartline, M. and Ferrell, O.C. (1996), "The management of customer contact service employees: an empirical investigation", Journal of Marketing, Vol. 60 No. 4, pp. 52-70.
-
(1996)
Journal of Marketing
, vol.60
, Issue.4
, pp. 52-70
-
-
Hartline, M.1
Ferrell, O.C.2
-
67
-
-
0344663188
-
Multilevel modeling with SEM
-
Marcoulides, G.A. Schumacker, R.E. Lawrence Erlbaum & Associates Mahwah, NJ
-
Heck, R.H. (2001), "Multilevel modeling with SEM", in Marcoulides, G.A. and Schumacker, R.E. (Eds), New Developments and Techniques in Structural Equation Modeling, Lawrence Erlbaum & Associates, Mahwah, NJ.
-
(2001)
New Developments and Techniques in Structural Equation Modeling
-
-
Heck, R.H.1
-
68
-
-
0003712608
-
-
The Free Press New York, NY
-
Heskett, J., Sasser, W.E. and Schlesinger, L. (1997), The Service Profit Chain, The Free Press, New York, NY.
-
(1997)
The Service Profit Chain
-
-
Heskett, J.1
Sasser, W.E.2
Schlesinger, L.3
-
70
-
-
84950632185
-
Marketing lessons from the UK's high flying companies
-
Hooley, G. and Lynch, J. (1985), "Marketing lessons from the UK's high flying companies", Journal of Marketing Management, Vol. 1 No. 1, pp. 65-74.
-
(1985)
Journal of Marketing Management
, vol.1
, Issue.1
, pp. 65-74
-
-
Hooley, G.1
Lynch, J.2
-
71
-
-
0001822783
-
The marketing concept: Putting the theory into practice
-
Hooley, G., Lynch, J. and Shepherd, J. (1990), "The marketing concept: putting the theory into practice", European Journal of Marketing, Vol. 24 No. 9, pp. 7-23.
-
(1990)
European Journal of Marketing
, vol.24
, Issue.9
, pp. 7-23
-
-
Hooley, G.1
Lynch, J.2
Shepherd, J.3
-
72
-
-
0002478356
-
The marketing concept: What it is and what it is not
-
Houston, F.S. (1986), "The marketing concept: what it is and what it is not", Journal of Marketing, Vol. 50 No. 2, pp. 81-7.
-
(1986)
Journal of Marketing
, vol.50
, Issue.2
, pp. 81-7
-
-
Houston, F.S.1
-
73
-
-
0010090024
-
Subordinate's satisfaction and perceptions of superiors' compliance-gaining tactics argumentativeness, verbal aggressiveness and style
-
Infante, D.A., Anderson, C.M., Martin, M.M., Herington, A.D. and Kim, J.K. (1993), "Subordinate's satisfaction and perceptions of superiors' compliance-gaining tactics argumentativeness, verbal aggressiveness and style", Management Communication Quarterly, Vol. 6, pp. 307-26.
-
(1993)
Management Communication Quarterly
, vol.6
, pp. 307-26
-
-
Infante, D.A.1
Anderson, C.M.2
Martin, M.M.3
Herington, A.D.4
Kim, J.K.5
-
74
-
-
44649167327
-
Relationships among internal marketing, employee job satisfaction and international hotel performance: An empirical
-
Ing-San, H. (2005), "Relationships among internal marketing, employee job satisfaction and international hotel performance: an empirical", International Journal of Management, Vol. 22 No. 2, pp. 285-93.
-
(2005)
International Journal of Management
, vol.22
, Issue.2
, pp. 285-93
-
-
Ing-San, H.1
-
75
-
-
0000418764
-
Introduction: A code of many colors
-
Jelinek, M., Smircich, L. and Hirch, P. (1983), "Introduction: a code of many colors", Administrative Science Quarterly, Vol. 28, pp. 331-8.
-
(1983)
Administrative Science Quarterly
, vol.28
, pp. 331-8
-
-
Jelinek, M.1
Smircich, L.2
Hirch, P.3
-
76
-
-
85009553197
-
Testing competing models of sales force communication
-
Johlke, M.C. and Duhan, D.F. (2001), "Testing competing models of sales force communication", Journal of Personal Selling & Sales Management, Vol. 21 No. 4, pp. 265-77.
-
(2001)
Journal of Personal Selling & Sales Management
, vol.21
, Issue.4
, pp. 265-77
-
-
Johlke, M.C.1
Duhan, D.F.2
-
77
-
-
2142819921
-
Antecedents and consequences of service climate in boundary-spanning self-managing service teams
-
Jong, A. de, Ruyter, K. de and Lemnik, J. (2004), "Antecedents and consequences of service climate in boundary-spanning self-managing service teams", Journal of Marketing, Vol. 68 No. 1, pp. 18-35.
-
(2004)
Journal of Marketing
, vol.68
, Issue.1
, pp. 18-35
-
-
De Jong, A.1
De Ruyter, K.2
Lemnik, J.3
-
78
-
-
0036592277
-
Assessing the service profit chain
-
Kamakura, W., Mittal, V., de Rosa, F. and Mazzon, J.A. (2002), "Assessing the service profit chain", Marketing Science, Vol. 21 No. 3, pp. 294-317.
-
(2002)
Marketing Science
, vol.21
, Issue.3
, pp. 294-317
-
-
Kamakura, W.1
Mittal, V.2
De Rosa, F.3
Mazzon, J.A.4
-
80
-
-
3142566375
-
Culture and leadership in market-oriented service organizations
-
Kasper, H. (2001), "Culture and leadership in market-oriented service organizations", European Journal of Marketing, Vol. 36 Nos 9/10, pp. 1047-57.
-
(2001)
European Journal of Marketing
, vol.36
, Issue.9-10
, pp. 1047-57
-
-
Kasper, H.1
-
81
-
-
0013054910
-
-
Wiley London
-
Kasper, H., van Helsdingen, P. and de Vries, W. (1999), Services Marketing Management: An International Perspective, Wiley, London.
-
(1999)
Services Marketing Management: An International Perspective
-
-
Kasper, H.1
Van Helsdingen, P.2
De Vries, W.3
-
82
-
-
33644683608
-
Reexamining the link between employee satisfaction and store performance in a retail environment
-
Keiningham, T.L., Aksoy, L., Daly, R.M., Perrier, K. and Solom, A. (2006), "Reexamining the link between employee satisfaction and store performance in a retail environment", International Journal of Service Industry Management, Vol. 18 No. 1, pp. 51-7.
-
(2006)
International Journal of Service Industry Management
, vol.18
, Issue.1
, pp. 51-7
-
-
Keiningham, T.L.1
Aksoy, L.2
Daly, R.M.3
Perrier, K.4
Solom, A.5
-
83
-
-
51249168301
-
Developing customer orientation among service employees
-
Kelley, S.W. (1992), "Developing customer orientation among service employees", Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 27-36.
-
(1992)
Journal of the Academy of Marketing Science
, vol.20
, Issue.1
, pp. 27-36
-
-
Kelley, S.W.1
-
84
-
-
0040669697
-
Participative management and job satisfaction: Lessons for management leadership
-
Kim, S. (2002), "Participative management and job satisfaction: lessons for management leadership", Public Administration Review, Vol. 62, pp. 231-41.
-
(2002)
Public Administration Review
, vol.62
, pp. 231-41
-
-
Kim, S.1
-
85
-
-
0003048219
-
Market orientation: The construct, research propositions, and managerial implications
-
Kohli, A.K. and Jaworski, B. (1990), "Market orientation: the construct, research propositions, and managerial implications", Journal of Marketing, Vol. 54 No. 2, pp. 1-18.
-
(1990)
Journal of Marketing
, vol.54
, Issue.2
, pp. 1-18
-
-
Kohli, A.K.1
Jaworski, B.2
-
86
-
-
7244238417
-
An EM algorithm for fitting two-level structural equation models
-
Liang, J.J. and Bentler, P.M. (2004), "An EM algorithm for fitting two-level structural equation models", Psychometrica, Vol. 69 No. 1, pp. 101-22.
-
(2004)
Psychometrica
, vol.69
, Issue.1
, pp. 101-22
-
-
Liang, J.J.1
Bentler, P.M.2
-
87
-
-
1242283752
-
Internal market orientation: Constructs and consequences
-
Lings, L.N. (2004), "Internal market orientation: constructs and consequences", Journal of Business Research, Vol. 57 No. 4, pp. 405-13.
-
(2004)
Journal of Business Research
, vol.57
, Issue.4
, pp. 405-13
-
-
Lings, L.N.1
-
88
-
-
27244462002
-
Marketing as a management style
-
Longenecker, C.O. and Meade, W.K. (1995), "Marketing as a management style", Business Horizons, Vol. 38 No. 4, pp. 77-83.
-
(1995)
Business Horizons
, vol.38
, Issue.4
, pp. 77-83
-
-
Longenecker, C.O.1
Meade, W.K.2
-
89
-
-
38249028389
-
The marketing concept in perspective
-
McGee, L.W. and Spiro, R.W. (1988), "The marketing concept in perspective", Business Horizons, Vol. 31 No. 3, pp. 40-5.
-
(1988)
Business Horizons
, vol.31
, Issue.3
, pp. 40-5
-
-
McGee, L.W.1
Spiro, R.W.2
-
90
-
-
84964128348
-
A test of participation theory in a work redesign field setting: Degree of participation and comparison site contrasts
-
Macy, B.A., Peterson, M.F. and Norton, L.W. (1989), "A test of participation theory in a work redesign field setting: degree of participation and comparison site contrasts", Human Relations, Vol. 42 No. 12, pp. 1095-165.
-
(1989)
Human Relations
, vol.42
, Issue.12
, pp. 1095-165
-
-
MacY, B.A.1
Peterson, M.F.2
Norton, L.W.3
-
91
-
-
85011101005
-
How does market orientation contribute to service firm performance? An examination of alternative mechanisms
-
Matear, S., Osborne, P., Garret, T. and Gray, B. (2002), "How does market orientation contribute to service firm performance? An examination of alternative mechanisms", European Journal of Marketing, Vol. 36 Nos 9/10, pp. 1058-75.
-
(2002)
European Journal of Marketing
, vol.36
, Issue.9-10
, pp. 1058-75
-
-
Matear, S.1
Osborne, P.2
Garret, T.3
Gray, B.4
-
92
-
-
21444432658
-
Impact of employee gender and job congruency on customer satisfaction
-
Mohr, L.A. and Henson, S.W. (1996), "Impact of employee gender and job congruency on customer satisfaction", Journal of Consumer Psychology, Vol. 5 No. 2, pp. 161-87.
-
(1996)
Journal of Consumer Psychology
, vol.5
, Issue.2
, pp. 161-87
-
-
Mohr, L.A.1
Henson, S.W.2
-
93
-
-
84952512634
-
Barriers to marketing implementation in the UK professional service firms
-
Morgan, N.A. and Piercy, N.F. (1991), "Barriers to marketing implementation in the UK professional service firms", Journal of Professional Services Marketing, Vol. 6 No. 1, pp. 7-16.
-
(1991)
Journal of Professional Services Marketing
, vol.6
, Issue.1
, pp. 7-16
-
-
Morgan, N.A.1
Piercy, N.F.2
-
94
-
-
0000557368
-
Managing emotions in the workplace
-
Morris, A. and Feldman, D.C. (1997), "Managing emotions in the workplace", Journal of Managerial Issues, Vol. 9 No. 3, pp. 257-74.
-
(1997)
Journal of Managerial Issues
, vol.9
, Issue.3
, pp. 257-74
-
-
Morris, A.1
Feldman, D.C.2
-
95
-
-
33745810735
-
Internal customer: By design or by default
-
Mudie, P. (2003), "Internal customer: by design or by default", European Journal of Marketing, Vol. 37 No. 9, pp. 1261-76.
-
(2003)
European Journal of Marketing
, vol.37
, Issue.9
, pp. 1261-76
-
-
Mudie, P.1
-
96
-
-
0031526569
-
Latent variable modelling of longitudinal and multilevel data
-
Raftery, A.E. American Sociological Association Washington, DC
-
Muthen, B.O. (1997), "Latent variable modelling of longitudinal and multilevel data", in Raftery, A.E. (Ed.), Sociological Methodology, American Sociological Association, Washington, DC, pp. 453-81.
-
(1997)
Sociological Methodology
, pp. 453-81
-
-
Muthen, B.O.1
-
97
-
-
0002966633
-
A model for diagnosing organizational behavior
-
Nadler, D. and Tushman, M. (1980), "A model for diagnosing organizational behavior", Organizational Dynamics, Vol. 9 No. 2, pp. 35-51.
-
(1980)
Organizational Dynamics
, vol.9
, Issue.2
, pp. 35-51
-
-
Nadler, D.1
Tushman, M.2
-
98
-
-
0002954788
-
The effect of a market orientation on business profitability
-
Narver, J.C. and Slater, S.F. (1990), "The effect of a market orientation on business profitability", Journal of Marketing, Vol. 54, pp. 20-35.
-
(1990)
Journal of Marketing
, vol.54
, pp. 20-35
-
-
Narver, J.C.1
Slater, S.F.2
-
99
-
-
33344476577
-
Identifying the determinants of internal marketing orientation
-
Naudè, P., Desai, J. and Murphy, J. (2003), "Identifying the determinants of internal marketing orientation", European Journal of Marketing, Vol. 37 No. 9, pp. 1205-20.
-
(2003)
European Journal of Marketing
, vol.37
, Issue.9
, pp. 1205-20
-
-
Naudè, P.1
Desai, J.2
Murphy, J.3
-
100
-
-
21844511943
-
An empirical test of the consequences of behavior- and outcome-based sales control systems
-
Oliver, R.L. and Anderson, E. (1994), "An empirical test of the consequences of behavior- and outcome-based sales control systems", Journal of Marketing, Vol. 58 No. 4, pp. 53-67.
-
(1994)
Journal of Marketing
, vol.58
, Issue.4
, pp. 53-67
-
-
Oliver, R.L.1
Anderson, E.2
-
101
-
-
0008680869
-
Customer satisfaction and the internal market: Marketing our customers to our employees
-
Piercy, N. (1995), "Customer satisfaction and the internal market: marketing our customers to our employees", Journal of Marketing Practice: Applied Marketing Science, Vol. 1 No. 1, pp. 22-44.
-
(1995)
Journal of Marketing Practice: Applied Marketing Science
, vol.1
, Issue.1
, pp. 22-44
-
-
Piercy, N.1
-
102
-
-
0032621557
-
Internal marketing role in organizations: A transaction cost perspective
-
Pitt, L.F. and Foreman, S.K. (1999), "Internal marketing role in organizations: a transaction cost perspective", Journal of Business Research, Vol. 44, pp. 25-36.
-
(1999)
Journal of Business Research
, vol.44
, pp. 25-36
-
-
Pitt, L.F.1
Foreman, S.K.2
-
103
-
-
33750345910
-
The theoretical underpinnings of emotional dissonance: A framework and analysis of propositions
-
Phillips, B., Thu Wee Tan, T. and Julian, C. (2006), "The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions", Journal of Services Marketing, Vol. 20 Nos 6/7, pp. 471-8.
-
(2006)
Journal of Services Marketing
, vol.20
, Issue.6-7
, pp. 471-8
-
-
Phillips, B.1
Thu Wee Tan, T.2
Julian, C.3
-
104
-
-
23444459210
-
Applying the service profit chain to analysis retail performance: The case of the managerial strait-jacket
-
Pritchard, M. and Silvestro, R. (2005), "Applying the service profit chain to analysis retail performance: the case of the managerial strait-jacket", International Journal of Service Industry Management, Vol. 16 No. 4, pp. 337-56.
-
(2005)
International Journal of Service Industry Management
, vol.16
, Issue.4
, pp. 337-56
-
-
Pritchard, M.1
Silvestro, R.2
-
105
-
-
0020719013
-
A spatial model of effectiveness criteria: Towards a competing values approach to organizational analysis
-
Quinn, R.E. and Rohrbaugh, J. (1983), "A spatial model of effectiveness criteria: towards a competing values approach to organizational analysis", Management Science, Vol. 29 No. 3, pp. 363-77.
-
(1983)
Management Science
, vol.29
, Issue.3
, pp. 363-77
-
-
Quinn, R.E.1
Rohrbaugh, J.2
-
106
-
-
0003155181
-
Expression of emotion as part of the work role
-
Rafaeli, A. and Sutton, R.I. (1987), "Expression of emotion as part of the work role", Academy of Management Review, Vol. 12 No. 1, pp. 23-37.
-
(1987)
Academy of Management Review
, vol.12
, Issue.1
, pp. 23-37
-
-
Rafaeli, A.1
Sutton, R.I.2
-
107
-
-
84986132564
-
Advances in internal marketing: Definition, synthesis and extension
-
Rafiq, M. and Ahmed, R.K. (2000), "Advances in internal marketing: definition, synthesis and extension", Journal of Services Marketing, Vol. 14 No. 6, pp. 449-62.
-
(2000)
Journal of Services Marketing
, vol.14
, Issue.6
, pp. 449-62
-
-
Rafiq, M.1
Ahmed, R.K.2
-
108
-
-
0039998519
-
The scope of internal marketing: Defining the boundary between marketing and human resource management
-
Rafiq, M. and Ahmed, P.K. (1993), "The scope of internal marketing: defining the boundary between marketing and human resource management", Journal of Marketing Management, Vol. 9, pp. 219-32.
-
(1993)
Journal of Marketing Management
, vol.9
, pp. 219-32
-
-
Rafiq, M.1
Ahmed, P.K.2
-
109
-
-
84964167026
-
Establishing a company-wide customer orientation through persuasive internal marketing
-
Reardon, K.K. and Enis, B. (1990), "Establishing a company-wide customer orientation through persuasive internal marketing", Management Communication Quarterly, Vol. 3, pp. 376-87.
-
(1990)
Management Communication Quarterly
, vol.3
, pp. 376-87
-
-
Reardon, K.K.1
Enis, B.2
-
110
-
-
0000932434
-
The SOLO scale: A measure of the customer orientation of salespeople
-
Saxe, R. and Weitz, B.A. (1982), "The SOLO scale: a measure of the customer orientation of salespeople", Journal of Marketing Research, Vol. 19 No. 3, pp. 343-51.
-
(1982)
Journal of Marketing Research
, vol.19
, Issue.3
, pp. 343-51
-
-
Saxe, R.1
Weitz, B.A.2
-
111
-
-
0000598605
-
Job satisfaction, service capability, and customer satisfaction: An examination of linkages and managerial implications
-
Schlesinger, L.A. and Zomitsky, J. (1991), "Job satisfaction, service capability, and customer satisfaction: an examination of linkages and managerial implications", Human Resource Planning, Vol. 14 No. 2, pp. 141-9.
-
(1991)
Human Resource Planning
, vol.14
, Issue.2
, pp. 141-9
-
-
Schlesinger, L.A.1
Zomitsky, J.2
-
112
-
-
21844498106
-
Employee attitudes and customer satisfaction: Making theoretical and empirical connections
-
Schmit, M. and Allscheid, S.P. (1995), "Employee attitudes and customer satisfaction: making theoretical and empirical connections", Personnel Psychology, Vol. 48 No. 3, pp. 521-36.
-
(1995)
Personnel Psychology
, vol.48
, Issue.3
, pp. 521-36
-
-
Schmit, M.1
Allscheid, S.P.2
-
113
-
-
1842809077
-
The service organization: Climate is crucial
-
Schneider, B. (1980), "The service organization: climate is crucial", Organizational Dynamics, Vol. 9, pp. 52-65.
-
(1980)
Organizational Dynamics
, vol.9
, pp. 52-65
-
-
Schneider, B.1
-
114
-
-
0009127451
-
Employee and customer perceptions of service in banks: Replication and extension
-
Schneider, B. and Bowen, D. (1985), "Employee and customer perceptions of service in banks: replication and extension", Journal of Applied Psychology, Vol. 70 No. 3, pp. 423-33.
-
(1985)
Journal of Applied Psychology
, vol.70
, Issue.3
, pp. 423-33
-
-
Schneider, B.1
Bowen, D.2
-
115
-
-
0001785608
-
Understanding customer delight and outrage
-
Schneider, B. and Bowen, D. (1999), "Understanding customer delight and outrage", Sloan Management Review, Vol. 41 No. 1, pp. 35-45.
-
(1999)
Sloan Management Review
, vol.41
, Issue.1
, pp. 35-45
-
-
Schneider, B.1
Bowen, D.2
-
116
-
-
43949152145
-
Creating the climate and culture of success
-
Schneider, B., Gunnarson, S.K. and Niles-Jolly, K. (1994), "Creating the climate and culture of success", Organizational Dynamics, Vol. 23, pp. 17-29.
-
(1994)
Organizational Dynamics
, vol.23
, pp. 17-29
-
-
Schneider, B.1
Gunnarson, S.K.2
Niles-Jolly, K.3
-
117
-
-
0141907696
-
Which comes first: Employee attitudes or organizational financial and market performance?
-
Schneider, B., Hanges, P., Smith, B. and Salvaggio, A.N. (2003), "Which comes first: employee attitudes or organizational financial and market performance?", Journal of Applied Psychology, Vol. 88 No. 5, pp. 836-50.
-
(2003)
Journal of Applied Psychology
, vol.88
, Issue.5
, pp. 836-50
-
-
Schneider, B.1
Hanges, P.2
Smith, B.3
Salvaggio, A.N.4
-
118
-
-
17244379668
-
Marketing control and sales force customer orientation
-
Schwepker, C. Jr and Good, D.J. (2004), "Marketing control and sales force customer orientation", Journal of Personal Selling & Sales Management, Vol. 24 No. 3, pp. 167-79.
-
(2004)
Journal of Personal Selling & Sales Management
, vol.24
, Issue.3
, pp. 167-79
-
-
Schwepker Jr., C.1
Good, D.J.2
-
119
-
-
21344483138
-
The influence of the market orientation of the firm on sales force behavior and attitudes
-
Siguaw, J.A. and Brown, G. (1994), "The influence of the market orientation of the firm on sales force behavior and attitudes", Journal of Marketing Research, Vol. 31 No. 1, pp. 106-17.
-
(1994)
Journal of Marketing Research
, vol.31
, Issue.1
, pp. 106-17
-
-
Siguaw, J.A.1
Brown, G.2
-
120
-
-
0034368483
-
Applying the service profit chain in a retail environment: Challenging the satisfaction mirror
-
Silvestro, R. and Cross, S. (2000), "Applying the service profit chain in a retail environment: challenging the satisfaction mirror", International Journal of Service Industry Management, Vol. 11 No. 3, pp. 244-68.
-
(2000)
International Journal of Service Industry Management
, vol.11
, Issue.3
, pp. 244-68
-
-
Silvestro, R.1
Cross, S.2
-
121
-
-
0347753270
-
Market orientation and customer satisfaction: Evidence from British machine tool industry
-
Singh, S. and Ranchhod, A. (2004), "Market orientation and customer satisfaction: evidence from British machine tool industry", Industrial Marketing Management, Vol. 33 No. 2, pp. 135-44.
-
(2004)
Industrial Marketing Management
, vol.33
, Issue.2
, pp. 135-44
-
-
Singh, S.1
Ranchhod, A.2
-
122
-
-
0002576092
-
The positive effect of a market orientation on business profitability: A balanced replication
-
Slater, S. and Narver, J. (2000), "The positive effect of a market orientation on business profitability: a balanced replication", Journal of Business Research, Vol. 48, pp. 69-73.
-
(2000)
Journal of Business Research
, vol.48
, pp. 69-73
-
-
Slater, S.1
Narver, J.2
-
123
-
-
0038263643
-
A theory of vocational development
-
Super, D.E. (1953), "A theory of vocational development", The American Psychologist, Vol. 8, pp. 185-90.
-
(1953)
The American Psychologist
, vol.8
, pp. 185-90
-
-
Super, D.E.1
-
124
-
-
0002722330
-
Services marketing management model: Integrating internal and external marketing functions
-
Tansuhaj, P., Randall, D. and McCullough, A. (1988), "Services marketing management model: integrating internal and external marketing functions", Journal of Services Marketing, Vol. 2 No. 1, pp. 31-8.
-
(1988)
Journal of Services Marketing
, vol.2
, Issue.1
, pp. 31-8
-
-
Tansuhaj, P.1
Randall, D.2
McCullough, A.3
-
125
-
-
0001994931
-
Service quality and management practices: A look at employee attitudes, customer satisfaction and bottom-line consequences
-
Tomow, W.W. and Wiley, J.W. (1991), "Service quality and management practices: a look at employee attitudes, customer satisfaction and bottom-line consequences", Human Resource Planning, Vol. 14 No. 22, pp. 105-15.
-
(1991)
Human Resource Planning
, vol.14
, Issue.22
, pp. 105-15
-
-
Tomow, W.W.1
Wiley, J.W.2
-
126
-
-
0001994931
-
Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences
-
Tornow, W.W. and Wiley, J.W. (1991), "Service quality and management practices: a look at employee attitudes, customer satisfaction, and bottom-line consequences", Human Resource Planning, Vol. 14 No. 2, pp. 105-15.
-
(1991)
Human Resource Planning
, vol.14
, Issue.2
, pp. 105-15
-
-
Tornow, W.W.1
Wiley, J.W.2
-
127
-
-
84986169831
-
Drivers of market orientation and performance in service firms
-
Van Egeren, V. and O'Connor, S. (1998), "Drivers of market orientation and performance in service firms", Journal of Services Marketing, Vol. 12 No. 1, pp. 39-58.
-
(1998)
Journal of Services Marketing
, vol.12
, Issue.1
, pp. 39-58
-
-
Van Egeren, V.1
O'Connor, S.2
-
128
-
-
84860849524
-
A model of internal marketing for building and sustaining a competitive service advantage
-
Varey, R.J. (1995), "A model of internal marketing for building and sustaining a competitive service advantage", Journal of Marketing Management, Vol. 11 Nos 1/3, pp. 41-54.
-
(1995)
Journal of Marketing Management
, vol.11
, Issue.1-3
, pp. 41-54
-
-
Varey, R.J.1
-
129
-
-
21344497828
-
Participation's effect on performance and satisfaction: A reconsideration of research evidence
-
Wagner, J.A. III (1994), "Participation's effect on performance and satisfaction: a reconsideration of research evidence", Academy of Management Review, Vol. 19 No. 2, pp. 312-30.
-
(1994)
Academy of Management Review
, vol.19
, Issue.2
, pp. 312-30
-
-
Wagner III, J.A.1
-
130
-
-
0034179376
-
An exploration of the meaning and outcomes of a customer-defined market orientation
-
Webb, D., Webster, C. and Krepapa, A. (2000), "An exploration of the meaning and outcomes of a customer-defined market orientation", Journal of Business Research, Vol. 48 No. 2, pp. 101-12.
-
(2000)
Journal of Business Research
, vol.48
, Issue.2
, pp. 101-12
-
-
Webb, D.1
Webster, C.2
Krepapa, A.3
-
131
-
-
0041015222
-
What kind of marketing culture exists in your service firm? An audit
-
Webster, C. (1992), "What kind of marketing culture exists in your service firm? An audit", Journal of Services Marketing, Vol. 6 No. 2, pp. 54-67.
-
(1992)
Journal of Services Marketing
, vol.6
, Issue.2
, pp. 54-67
-
-
Webster, C.1
-
132
-
-
0002249950
-
Customer satisfaction: A supportive work environment and its financial cost
-
Wiley, J.W. (1991), "Customer satisfaction: a supportive work environment and its financial cost", Human Resource Planning, Vol. 14 No. 2, pp. 117-27.
-
(1991)
Human Resource Planning
, vol.14
, Issue.2
, pp. 117-27
-
-
Wiley, J.W.1
-
133
-
-
21844500373
-
Gravitation to jobs commensurate with ability: Longitudinal and cross-sectional tests
-
Wilk, S.L., Desmarais, L.B. and Sackett, P.R. (1995), "Gravitation to jobs commensurate with ability: longitudinal and cross-sectional tests", Journal of Applied Psychology, Vol. 80 No. 1, pp. 79-85.
-
(1995)
Journal of Applied Psychology
, vol.80
, Issue.1
, pp. 79-85
-
-
Wilk, S.L.1
Desmarais, L.B.2
Sackett, P.R.3
-
134
-
-
0003711258
-
-
McGraw Hill/Erwin New York, NY
-
Zeithaml, V.A., Bitner, M.J. and Gremler, D. (2002), Services Marketing, McGraw Hill/Erwin, New York, NY.
-
(2002)
Services Marketing
-
-
Zeithaml, V.A.1
Bitner, M.J.2
Gremler, D.3
-
135
-
-
0035618144
-
The customer pyramid: Creating and serving profitable customers
-
Zeithaml, V.A., Rust, R.T. and Lemon, K.N. (2001), "The customer pyramid: creating and serving profitable customers", California Management Review, Vol. 43 No. 4, pp. 118-42.
-
(2001)
California Management Review
, vol.43
, Issue.4
, pp. 118-42
-
-
Zeithaml, V.A.1
Rust, R.T.2
Lemon, K.N.3
|