참고문헌 (63)

1. 곽동성, 강기두(1999), '내부서비스품질이 종업원만족과 고객만족에 미치는 영향에 관한 연구', 한국마케팅저널', 1권 4호, pp. 24-46 

2. 곽동성, 강기두(1999), '서비스마케팅', 서울, 동성사 

3. 이학식, 장경란, 이용기(1999), '호텔산업의 시장지향성과 사업성과의 관계성, 그리고 매개변수에 관한 연구', '경영학연구', 28권 1 호, pp. 75-102 

4. Ahmed, I. and Parasuraman, P. A.(1994), 'Environmental and Positional Antecedents of Management Commitment to Service Quaiity: A Conceptual Framework', in Advances in Services Marketing and Management, Vol. 3, Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT : JAI Press, pp. 69-93 

5. Anderson, J. C. and Gerbing, D. W.(1988), 'Structural Equation Modeling in Practice: A Review and Recommend Two-step Approach', Psychological Bulletin, Vol. 103, May, pp. 411-423 

   상세보기

6. Bagozzi, R. P. and Heatherton, F.(1994), 'A General Approach to Representing Multifaceted Personality Constructs: Application to State Self-esteem', Structural Equation Modeling, Vol. 1, No.1, pp. 35-67 

   상세보기

7. Bandura, A.(1982), 'Self-efficacy Mechanism in Human Agency', American Psychologist, Vol. 37, pp. 122-147 

   상세보기

8. Barrett, C.(1994). 'Co-workers are Customers Too', Sales and Marketing Management, July, pp. 31-32 

9. 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, Fall, pp. 3-14 

10. Berry L.L.(1981), 'The Employee as Customer', Journal of Retailing Banking, March 

11. Berry, L. L.(1984), 'Services marketing is different', In Services Marketing, Lovelock C.H., Prentice-Hall 

12. Berry, L. L. and Parasuraman, P. A.(1991), Marketing for Services: Competing through Quality, The Free Press, New York, NY 

13. Bollen, K. (1989), Structural Equations with Latent Variables, New York : John Wiley & Sons 

14. Brooks R. F., Lings, I. N., and Botschen, M. A.(1999), 'Internal Marekting and Customer Driven Wavefronts', The Service Industries Journal, Vol. 19, No.4, pp. 49-67 

    상세보기

15. Bruhn, M.(2003), 'Internal Service Barometers : Conceptualization and Empirical Results of a Pilot Study in Switzerland', European Journal of Marketing, Vol. 37, No.9, pp. 1187-1206 

    상세보기

16. Dabholkar, P. A., Thorpe, D. I., and Rentz, J.O.(1996), 'A Measure of Service Quality for Retail Stores : Scale Development and Validation' , Journal of the Academy of Marketing Science, Vol. 24, No.1, pp, 3-16 

    상세보기

17. Davis, T. R. V.(1991), 'Internal Service Operations: Strategies for Increasing their Effectiveness and Controlling their Cost', Organizational Dynamics, Vol. 20, No.2, pp, 5-22 

    상세보기

18. Davis, T. R. V.(1993), 'Managing Internal Service Delivery in Organizations', in Swartz, T. A, Bowen, D. E. and Brown, S. W. (Eds), Advances in Services Marketing and Management Research and Practice, Vol. 2, JAI Press, Greenwich, CT and London, pp. 301-322 

19. Denton, D. K.(1990), 'Customer Focused Management', HR Magazine, Aug., pp, 62-67 

20. Dubinsky, A. J. and Hartley, S. W.(1986), 'A Path-analytic Study of a Model of Salesperson Performance', Journal of the Academy of Marketing Science, Vol. 14, Spring, pp. 36-46 

    상세보기

21. Dubinsky, A. J, Ingram, T. N., and Bellenger, D.(1986), 'Salesforce Socialization', Journal of Marketing, Vol. 50, October, pp, 192-207 

    상세보기

22. Foreman, S. and Money, A.(1995), 'Internal Marketing : Concepts, Measurement and Application', Journal of Marketing Management, Vol. 11, No.8, pp. 755-768 

23. George W. R.(1984), 'Internal Marketing for Retailers, The Junior Executive Employee', In Lindqvust, J. D. ed., Development in Marketing Science, Academy of Marketing Science 

24. 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, January, pp, 63-70 

    상세보기

25. Geroge, W.R.and Gronroos, C.(1989), 'Developing Customer-conscious Employees at Every Level-Internal Marketing, In Congrarn', C. A and Friedman, M. L.(Eds.), Handbook of Services Marketing, AMACOM, New York, NY 

26. Gist, M. and Mitchell, T.(1992), 'Self -efficacy : A Theoretical Analysis of its Determinants and Malleability', Academy of Management Review: Vol. 17, pp. 183-211 

    상세보기

27. Gremler, D. D., Bitner, M. J., and Evans, K. R.(1994), 'The Internal Service Encounter', Internstionsl Journal of Service Industry Management, Vol. 5, No.1, pp. 64-76 

    상세보기

28. Gronroos, C.(1983), Strategic Management and Marketing in the Service Sector, Chartwell- Bratt Ltd, London 

29. Gronroos, C.(1981), 'Internal Marketing: An Integral Part of Marketing Theory', in American Marketing Associstiotis Services Conference Proceeding, pp. 236-238 

30. Gummesson, E.(1987), 'Using Internal Marketing to Create a New Culture: The Case of Ericsson Quality', Journal of Business Industry Marketing, Vol. 2, No.3, pp. 23-28 

    상세보기

31. Gummesson, E.(1990), 'The Part-time Marketer', Research Report, Service Research Center-CTF, University of Karlstad, Sweden 

32. Gummeson, E.(1994), 'Making Relationship Marketing Operational', Internationsl Journal of Service Industry Management, Vol. 5, No.5, pp. 5-20 

    상세보기

33. Hart, C. W. L.(1995), 'The Power of Internal Guarantees', Harvard Business Review, January-February, pp, 64-73 

34. Hartline, M. D. and Ferrell, O. C.(1996), 'The Management of Customer-contact Service Employees: An Empirical Investigation', Journal of Marketing, Vol. 60, pp. 52-70 

    상세보기

35. Hartline, M. D., Maxham, J. G., III, and McKee, D. O.(2000), 'Corridors of Influence in the Dissemination of CustomerOriented Strategy to Customer Contact Employee', Journal of Marketing, Vol. 64, April, p, 36 

    상세보기

36. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schlesinger, L. A.(1994), 'Putting the Service-profit Chain to Work', Harvard Business Review, March/April, pp. 164-172 

37. Jones, G. R.(1986), 'Socialization Tactics, Self-efficacy, and Newcomers' Adjustments to Organizations', Academy of Management Journal, Vol. 29, June, pp. 262-279 

    상세보기

38. Kang, G. D., James, J., and Alexandris, K. (2002), 'Measurement of Internal Service Quality : Application of the SERVQUAL Battery to Internal Service Quality', Managing Service Quality, Vol. 12, No.5, pp. 278-291 

    상세보기

39. Kendra, R., Doty, D. H., and May, D. R. (2005), 'The Impact of Aging on Self-efficacy and Computer Skill Acquisition', Journal of Managerial Issues, Vol. 17, No. 2, pp. 212-229 

40. Lings, I. N. and Brooks, R. F.(1998), 'Implementing and Measuring Effectiveness of Intrnal Marketing', Journal of Marketing Management, Vol. 14, pp. 325-351 

    상세보기

41. Lings, I.(2004), 'Internal Market Orientation : Construct and Consequences', Journal of Business Research, Vol. 57, pp. 405-413 

    상세보기

42. Lukas, B. A. and Maignan, I.(1996), 'Striving for Quality: The Key Role of Internal and External Customers', Journal of Market Focused Management, Vol. 1, pp. 175-197 

    상세보기

43. McDonald, R. and Siegall, M.(1992), 'The Effects of Technological Self-efficacy and Job Focus on Job Performance, Attitudes, and Withdrawal Behaviors', The Journal of Psychology, Vol. 126, pp. 465-475 

    상세보기

44. McMurrian, R. C., Srivastava, R., and Holmes, T.(2002). 'The Impact of Self-efficacy on Expectancy, Effort, and Adapative Selling in a Personal Selling Context', in American Marketing Associaation Conference Proceedings, Vol. 13, pp. 399-406 

45. Mohr-Jackson, I.(1993), 'Comparing Total Quality with Market Orientation: An Indepth Interview Approach', in AMA Winter Educators' Conference Proceedings, Rajan Varadaraian and Benard Jaworski, eds. Chicago: American Marketing Association, pp. 427-432 

46. Mowday, R. T., Steers, R. M., and Porter, L. W.(1979), 'The Measurement of Organizational Commitment', Journal of Vocational Behavior, Vol. 14, April, pp. 224-247 

    상세보기

47. Nagel, P. and Cilliers, W.(1990), 'Customer Satisfaction: A Comprehensive Approach', International Journal of Physical Distribution & Logistics Management, Vol. 20, No.6, pp, 2-46 

    상세보기

48. Peterson, T. O. and Arnn, R. B.(2005), 'Self-efficacy: The Foundation of Human Performance', Performance Improvement Quarterly, Vol. 18, No.2, pp. 5-18 

49. Piercy, N. F.(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 

50. Piercy, N. F. and Morgan, N. A.(1990), 'Internal Marketing : Making Marketing Happen', Marketing Intelligence Planning, Vol. 8, No.1, pp. 4-6 

    상세보기

51. Piercy, N. F. and Morgan, N. A.(1991), 'Internal Marketing : The Missing Half of the Marketing Programme', Long Range Planning, Vol. 24, No.2, pp. 82-93 

    상세보기

52. 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, No.3, pp. 219-232 

53. Rafiq, M. and Ahmed, P. K.(2000), 'Advances in the Internal Marketing Concept : Definition, Synthesis, and Extension', Journal of Services Marketing, Vol. 14, No.6, pp. 449-462 

    상세보기

54. Reynoso, J. and Moore, B.(1995), 'Towards the Measurement of Internal Service Quality', International Journal of Service Industry Management, Vol. 6, No.3, pp. 64-83 

    상세보기

55. Sasser, W. E. and Arbeit, S. P.(1976), 'Selling Jobs in the Service Sector', Business Horizons, June, pp. 61-65 

56. Spiro, R. L. and Weitz, B. A.(1990), 'Adaptive Selling: Conceptualization, Measurement, and Nomological Validity', Journal of Marketing Research, Vol. 27, Summer, pp. 163-178(16-items) 

    상세보기

57. Stajkovic, A. D. and Luthans, F.(1998), 'Self-efficacy and Work-related Performance : A Meta-analysis', Psychological Bulletin, Vol. 124, pp. 240-261 

    상세보기

58. Stauss, B.(1996), 'Internal Services: Classification and Quality Management', International Journal of Service Industry Management, Vol. 6, No.2, pp. 62-78 

59. Schneider, B. and Bowen, D. E.(1985), 'Employee an Customer Perceptions of Service in Banks : Replication and Extension', Journal of Applied Psychology, Vol. 70, pp. 423-433 

    상세보기

60. Vandermerwe, S. and Gilbert, D.(1989), 'Making Internal Services Market Driven', Business Horizons, Vol. 32, No.6, pp. 83-99 

    상세보기

61. Varey, R. J.(1995), 'Internal Marketing: A Review and Some Interdisciplinary Research Challenges', International Journal of Service Industry Management, Vol. 6, No. 1, pp. 40-63 

    상세보기

62. Varey, R. J. and Lewis, B. R.(1999), 'A Broadened Conception of Internal Marketing', European Journal of Marketing, Vol. 33, No. 9/10, pp. 926-944 

    상세보기

63. Wall, S. J. and Zeynel, S. Ch.(1991), 'The Senor Manager's Role in Quality Improvement', Quality Progress, Vol. 24, January, pp. 66-68 

저자의 다른 논문 :

강기두 (6)

활용도 Top5 논문

더보기

해당 논문의 주제분야에서 활용도가 높은 상위 5개 콘텐츠를 보여줍니다.
더보기 버튼을 클릭하시면 더 많은 관련자료를 살펴볼 수 있습니다.