Change management: The role of internal communication and employee development

Corporate Communications: An International Journal

Volumn 8, Issue 4, 2003, Pages 268-277

  Proctor, Tony ^a   Doukakis, Ioanna ^b  

^a UNIVERSITY OF LIVERPOOL MANAGEMENT SCHOOL   (United Kingdom)

^b INTERCOLLEGE   (Cyprus)

Author keywords

Change management; Communication management; Employees development; Structural design

Indexed keywords

EID: 84986101095     PISSN: 13563289     EISSN: None     Source Type: Journal    
DOI: 10.1108/13563280310506430     Document Type: Article

References (43)

1. Acito, F. and Ford, J.D. (1980), “How advertising affects employees”, Business Horizons, Vol. 23, February, pp. 53-9.
2. Barbee, C. and Bott, V. (1991), “Customer treatment as a mirror of employee treatment”, Advanced Management Journal, Vol. 5 No. 1, p. 27.
3. Barry, T. (1993), “Empowerment: the US experience”, Empowerment in Organisations, Vol. 1 No. 1.
4. Baumol, W. (1959), Business Behavior, Value and Growth, Macmillan, New York, NY.
5. Berry, L.L. (1981), “The employee as customer”, Journal of Retail Banking, Vol. 3 No. 1, March, pp. 33-9.
6. Caruana, A. and Celleya, P. (1998), “The effect of internal marketing on organisational commitment among retail bank managers”, International Journal of Bank Marketing, Vol. 16 No. 3, pp. 108-16.
7. Cheney, G. (1991), Rhetoric in an Organizational Society, University of South Carolina Press, Columbia, SC.
8. Coch, L. and French, J.R.P. (1948), “Overcoming resistance to change”, Human Relations, pp. 512-32.
9. Cook, S. (1994), “The cultural implications of empowerment”, Empowerment in Organisations, Vol. 2 No. 1, pp. 9-13.
10. Cyert, R. and March, J. (1963), A Behavioral Theory of the Firm, Prentice-Hall, Englewood Cliffs, NJ.
11. Dibb, S., Simkin, L., Pride, W. and Ferrel, O. (1991), Marketing Concepts and Strategies, Houghton-Mifflin, New York, NY.
12. Donnelly, J.H. Jr, Berry, L.L. and Thompson, T.W. (1985), Marketing Financial Services: A Strategic Vision, Dow Jones Irwin, Homewood, IL, pp. 229-45.
13. Foreman, S. (1997), “IC and the healthy organisation”, in Scholes, E. (Ed.), Handbook of Internal Communication, Gower, Aldershot.
14. George, W.R. (1990), “Internal marketing and organizational behaviour: a partnership in developing customer-conscious employees at every level”, Journal of Business Research, Vol. 20 No. 1, January, pp. 63-70.
15. George, W.R. and Gro¨nroos, C. (1989), “Developing customer-conscious employees at every level – internal marketing”, in Congram, C.A. and Friedman, M.L. (Eds), Handbook of Services Marketing, AMACOM, New York, NY.
16. Greene, W.E., Walls, G.D. and Schrest, L.J. (1994), “Internal marketing – key to external marketing success”, Journal of Services Marketing, Vol. 8 No. 4, pp. 5-13.
17. Hogg, C. (1996), “Selling your soul”, Human Resources, Vol. 96 No. 25, pp. 88-90.
18. Johns, N. (1993), “Quality management in the hospitality industry: part 3. Recent developments”, International Journal of Contemporary Hospitality Management, Vol. 5 No. 1.
19. Kotter, J. (1997), “Rethinking leadership” in Gibson, R. (Ed.), Rethinking the Future, Nicholas Brealey, London, pp. 166-7.
20. Lawrence, P.R. and Greiner, L.R. (1970), “How to deal with resistance to change”, in Lawrence, P.R. and Greiner, L.R. (Eds) (1970), Organisational Change and Development, Irwin, Homewood, IL.
21. McDonald, M. (1995), Marketing Plans, Butterworth-Heinemann, Oxford.
22. McGregor, D. (1967), The Professional Manager, McGraw-Hill, New York, NY.
23. Machiavelli, N. (republished 1993), “Concerning the way to govern cities or principalities which lived under their own laws before they were annexed”, The Prince (in translation), Wordsworth Reference, Ware.
24. Marris, R. (1964), The Economic Theory of Managerial Capitalism, Macmillan, London.
25. Mink, O.G., Owen, K.Q. and Mink, B.P. (1993), Developing High Performance People: The Art of Coaching, Perseus Press, New York, NY.
26. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
27. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, Spring, pp. 12-37.
28. Payne, A. (1993), The Essence of Services Marketing, Prentice-Hall, Englewood Cliffs, NJ, pp. 37, 166-7.
29. Piercy, N. and Morgan, N.A. (1994), “The marketing-planning process: behavioral problems compared with analytical techniques in explaining marketing plan credibility”, Journal of Business Research, Vol. 29 No. 3, pp. 167-78.
30. Plunkett, L.C. and Fournier, R. (1991), Participative Management: Implementing Empowerment, John Wiley & Sons, New York, NY.
31. Reukert, R.W. and Walker, O.C. (1987), “Marketing's interaction with other functional units: a conceptual framework and empirical evidence”, Journal of Marketing, Vol. 51, January, pp. 1-9.
32. Ripley, R.E. and Ripley, M.J. (1993), “Empowering management in innovative organisations in the 1990s”, Empowerment in Organisations, Vol. 1 No. 1.
33. Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1996), Services Marketing, HarperCollins, Philadelphia, PA, pp. 11-12, 367-8, 393-4, 413, 416.
34. Sargeant, A. and Asif, S. (1998), “The strategic application of internal marketing – an investigation of UK banking”, International Journal of Bank Marketing, Vol 16 No 2, pp. 66-79.
35. Sasser, W.E. and Arbeit, S.P. (1980), “Selling jobs in the service sector”, Business Horizons, Vol. 23 No. 1, January-February, pp. 58-9.
36. Tansuhaj, P., Wong, J. and McCullough, J. (1987), “Internal and external marketing: effect on customer satisfaction in banks in Thailand”, International Journal of Bank Marketing, Vol. 5 No. 3, pp. 73-83.
37. Thomson, K. (1990), The Employee Revolution: Corporate Internal Marketing, Pitman, Boston, MA.
38. Thomson, K. (1993), Managing Your Internal Customers: The Key to Getting Better Results, Pitman, Boston, MA.
39. Williamson, O. (1964), The Economics of Discretionary Behavior: Managerial Objectives in a Theory of the Firm, Prentice-Hall, Englewood Cliffs, NJ.
40. Wolfinbarger, M.F. and Gilly, M.C. (1991), “A conceptual model of the impact of advertising on service employees”, Psychology and Marketing, Vol. 8, Fall, pp. 215-37.
41. Woodruffe, H. (1995), Services Marketing, M & E Pitman, Boston, MA, pp. 6, 19, 85-8, 90-1, 93, 252, 256-7, 260.
42. Zeithaml, V.A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, April, pp. 31-46.
43. Kotler, P. and Armstrong, G. (1996), Principles of Marketing, Prentice-Hall International Editions, Englewood Cliffs, NJ, pp. 12,16, 663-5, 667.