A conceptualization of the employee branding process

Internal Relationship Management: Linking Human Resources to Marketing Performance

Volumn , Issue , 2012, Pages 65-87

  Miles, Sandra Jeanquart ^a   Mangold, Glynn ^a  

^a MURRAY STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84905139469     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (50)

1. Adams, J. S. (1963). Toward an understanding of inequity. Journal of Abnormal Psychology, 67, 422-436.
2. Allen, N. J.,& Meyer, J. P. (1990). Organizational socialization tactics: A longitudinal analysis to newcomer commitment and role expectations. Academy of Management Journal, 33, 847-858.
3. American Society for Quality Control. (1988, October). Consumers' perceptions concerning the quality of American products and service. (Publication No. Y711). Author.
4. Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3, 25-28.
5. Berry, L. L.,& Parasuraman, A. (1991). Marketing services: Competing through quality. New York: Free Press.
6. Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product judgments. Journal of Business Research, 32, 213-223.
7. Brown, S. W. (2003, January/February). Start with the customer: At top-performing service companies, the customer always comes first. Marketing Management, pp. 12-13.
8. Burns, J. M. (1978). Leadership. New York: Harper.
9. Estell, L. (2002). Branded for life. Incentive, 176(9), 42-45.
10. Farrell, J. (2002). Promises worth keeping. Incentive, 175(5), 38.
11. Frook, J. E. (2001). Burnish your brand from the inside. B to B, 86(8), 1-2.
12. Folger, R.,&Konovsky, M. A. (1989). Effects of procedural and distributive justice on reactions to pay raise decisions. Academy of Management Journal, 32, 115-130.
13. Freiberg, K.,& Freiberg, J. (1996). Nuts! Southwest Airlines' crazy recipe for business and personal success. Austin, TX: Bard Press.
14. Frost, F. A., & Kumar, M. (2000). INTSERVQUAL-An internal adaptation of the GAP model in a large service organization. Journal of Services Marketing, 14, 358-377.
15. George, W. R. (1977). The retailing of services-A challenging future. Journal of Retailing, 53(3), 85-98.
16. Gephart, M. A., Marsick, V. J., Van Buren, M. E., & Spiro, M. S. (1996). Learning organizations come alive. Training and Development, 50, 35-45.
17. Goetting, S. (2000, June/July). Aligning external and internal messages: Marketing a learning program to an internal audience. Strategic Communication Management, pp. 18-21.
18. Gratton, L. (1998, June). The new rules of HR strategy. HR Focus, pp. 13-14.
19. Greene, W. E., Walls, G. D.,&Schrest, L. J. (1994). Internal marketing: The key to external marketing success. Journal of Services Marketing, 8(4), 5-13.
20. Gronroos, C. (1981). Internal marketing-An integral part of marketing theory. In J. H. Donnelly & W. E. George (Eds.), Marketing of Services, pp. 236-238. Chicago, IL:American Marketing Association.
21. Hamel, G., & Prahalad, C. K. (1994). Competing for the future. Cambridge, MA: Harvard Business School Press.
22. Herr, P. M., Kardes, F. R.,& Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research, 17, 454-462.
23. Heskett, J. L., & Jones, T. O. (1994). Putting the service-profit chain to work. Harvard Business Review, 72, 164-170.
24. Huselid, M. A., Jackson, S. E., & Schuler, R. S. (1997). Technical and strategic HRM effectiveness as determinants of firm performance. Academy of Management Journal, 40, 171-188.
25. Jones, G. R., & George, J. M. (2003). Contemporary management. New York:McGraw Hill.
26. Joseph, W. B. (1996). Internal marketing builds service quality. Journal of Health Care Marketing, 16(1), 54-60.
27. Katz, D., & Kahn, R. L. (1978). The social psychology of organizations. New York:John Wiley & Sons.
28. Kelman, H. C. (1958). Compliance, identification and internationalization: Three process of attitude change. Journal of Conflict Resolution, 2, 51-60.
29. Kerin, R. A., Berkowitz, E. N., Hartley, S. W., & Rudelius, W. (2003). Marketing (7th ed.). Boston, MA: McGraw Hill Irwin.
30. Kotler, P. (2003). A framework for marketing management. Upper Saddle River, NJ:Prentice Hall.
31. Krishnan, B.,& Hartline, M. D. (2001). Brand equity: Is it more important in services? Journal of Services Marketing, 15(5), 328-342.
32. Mathis, R. L., & Jackson, J. H. (2000). Human resource management. Cincinnati, OH:Southwestern College Publishing.
33. McKenzie, A. (2001). Effective employment branding. Strategic Communication Management, 5(4), 22-26.
34. Mitchell, C. (2002, January). Selling the brand inside. Harvard Business Review, pp. 99-105.
35. Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2003). Human resource management: Gaining a competitive advantage (4th ed.). New York: McGraw Hill.
36. Ott, J. (1989). The organizational culture perspective. Pacific Grove, CA: Brooks Cole Publishing.
37. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of services quality and its implications for future research. Journal of Marketing, 49, 41-50.
38. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-39.
39. Paul, R. J., & Niehoff, B. P. (2000). Workplace sabotage and psychological contracts:A review of research and recommendations for managers. Journal of Business and Public Affairs, 27(1), 20-26.
40. Rafiq, M., & Ahmed, P. K. (1993). The scope of internal marketing: Defining the boundary between marketing and human resource management. Journal of Marketing Management, 9, 219-232.
41. Rafiq, M.,&Ahmed, P. K. (2000). Advances in the internal marketing concept: Definition, synthesis and extension. Journal of Services Marketing, 14, 449-462.
42. Reardon, K., & Enis, B. (1990). Establishing a companywide customer orientation through persuasive internal marketing. Management Communication Quarterly, 3, 376-388.
43. Robbins, S. (1994). Management (4th ed.). Englewood Cliffs, NJ: Prentice Hall.
44. Robinson, S. L. (1996). Trust and breach of the psychological contract. Administrative Science Quarterly, 41, 574-599.
45. Robinson, S.,&Rousseau, D. (1994). Violating the psychological contract: Not the exception, but the norm. Journal of Organizational Behavior, 15, 245-259.
46. Rousseau, D. (1995). Psychological contracts in organizations: Understanding written and unwritten agreements. Thousand Oaks, CA: Sage Publications.
47. Southwest Airlines. (2003, January 22). Southwest Airlines reports fourth quarter earning and 30th consecutive year of profitability. News Release. Retrieved April 13, 2003, from http://www.iflyswa.com/about_swa/press/prindex.html
48. Vroom, V. (1964). Work and motivation. New York: John Wiley.
49. Winter, J. P. (1985). Getting your house in order with internal marketing: A marketing prerequisite. Health Marketing Quarterly, 3(1), 69-77.
50. Yukl, G. (1989). Leadership in organizations (2nd ed.). New York: Academic Press.