LIST OF REFERENCES. Ahmed PK & Rafique M Internal Marketing: Tools and concepts for customer focused-management. Oxford: Butterworth Heinemann.
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1 Ahmed PK & Rafique M Internal Marketing: Tools and concepts for customer focused-management. Oxford: Butterworth Heinemann. Bebko CP Service intangibility and its impact on consumers expectations of service quality. The journal of services marketing, 14(1):9-26. Berry L.L. & Parasuraman A Services Marketing starts from within. Marketing management, 1(1):25 (11p). Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ]. Boyce J Market research in Practice. Australia: McGraw-Hill. Brown SW Service recovery through IT. Marketing management, 6(3):25 (3p). Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ]. Brown SW The move to solution providers. Marketing management, Spring 2000: Buckley E The hidden value of Intellectual capital. The Industry Standard, [online]. Available from: http// [Accessed: ]. Burns AC & Bush RF Marketing research. 3 rd edition. Upper Saddle River, New Jersey: Prentice Hall. Caddy I Intellectual capital: Recognizing both assets and liabilities. Journal of intellectual capital, 1(2):
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4 284 Irons K The marketing of services: A total approach to achieving competitive advantage. London: McGraw-Hill. Kasper H, van Helsdingen P & de Vries W Service Marketing Management: An International Perspective. Chichester: John Wiley and Sons. Korczynski M Human resources management in service work. UK: Palgrave. Kotler P Marketing management. New Jersey: Prentice Hall. Krawitz PJ Towards the people revolution. Financial Mail, [online] Available from: http// [Accessed: ]. Kurtz DL & Clow KE Services Marketing. New York: John Wiley and Sons. Lay RS Quality of work life and performance an ad hoc investigation of 2 key elementa in the service profit chain model. International Journal of Service Industry Management. 11(5): Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ] Leather D. [Accessed: ] Clear day. [online] Available from: http/ Lee D The emotional side of intellectual capital. Training Scene. [online] Available from: http// [Accessed: ]. Lee D Become a talent magnet: How to attract and retain great employees. The journal of the Northeast HR association. [online] Available from: http// [Accessed: ]. Line Zine Talking Human Capital with Professor Gary S Becker, Spring [online] Available from: http//linezine.com/gary_s-becker [Accessed: ].
5 285 Lings IN, Internal marketing and supply chain management, The journal of services marketing, 14(1): Mayo A, The role of employee development in the growth if intellectual capital. Personnel Review, 29(4). Available from Emerald: http//emeraldinsight.com [Accessed: ]. McGuire L Australian services marketing and management. Macmillan education Australia Pty Ltd. Australia: Morell K & Simonetto M Managing retention at Deloitte Consulting. Journal of Management Consulting, 10(3):55 (6p). Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ]. Nucifora A Using internal marketing to boost staff spirit. LI Business News, 47(9):47A. Available from: Infotrac: General Business file international: http//infotrac.galegroup.com/itweb/up_itw/ [Accessed: ]. Palmer A Service marketing: Principles of service marketing 3 rd London: McGraw-Hill. edition. Palmer A & Cole C Service marketing: Principles and practice. New Jersey: Prentice Hall. Peck H, Payne A, Christopher M & Clark M Relationship Marketing. Oxford: Butterworth Heinemann. Peters T Re-Imagine. London:Kindersley. Piercy N Market-led strategic change. 2 nd Heinemann. edition. Oxford: Butterworth
6 286 Planting S, A fever for talent. Financial Mail, [online] Available from: http// [Accessed: ] Planting S, Mirror, Mirror Here are the fairest of them all. Financial Mail, [online] Available from: http// [Accessed: ]. Planting S, Why some companies win. Financial Mail, [online] Available from: http// [Accessed: ]. Puth G The communicating manger. South Africa: J.L. van Schaik Publishers. Quester PG & Kelly A Internal Marketing practices in the Australian financial sector: An exploratory study. Journal of applied management studies, 8(2):217 (13p). Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ]. Rafiq M & Ahmed PK, A customer orientated framework for empowering service employees, The journal of services marketing, 12(5): Rafiq M & Ahmed PK, Advances in the internal marketing concept: definition, synthesis and extension. The journal of services marketing, 14(6): Rosenfeld J, MTW Puts people First. Fast Company, 30:86. [online] Available from: http//pf.fastcompany.com/online/30/mtw.html [Accessed: ]. Rosner B, Tom Peters Sounds Off (Tom Peters interviewed on human resources management). Workforce, 79(8):57. Available from Infotrac: General Business file international: http//infotrac.galegroup.com/itweb/up_itw/ [Accessed: ]. Sebra WE, Electrifying your HR Management. LIneZine, Spring 2001 [online] Available from: http//linezine.com/ [Accessed: ].
7 287 Shao AT Marketing research: An aid to decision making 2 nd edition. Southwestern: Thompson. Stewart TA Intellectual Capital. USA: Currency Doubleday. Sundaram DS & Webster C, The role of nonverbal communication in service encounters, The journal of services marketing, 14(5): Taylor S & Cosenza RM thoughts on employee retention. HR Focus, 74(10):14 (1p). Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ] Thompson K Emotional Capital. Oxford: Capstone. Varey RJ & Lewis BR Internal marketing: Directions for management. London and New York: Routeledge. Walker OC, Boyd HW & Larréché J Marketing strategy: Planning and implementation. Chicago: Irwin. Webb JR Understanding and designing marketing research 2 nd edition. UK: Thompsons Learning. Wirtz J & Bateson JEG, The roles of service employees. International Journal of Service Industry Management, 6(3):84. Available from: EBSCOHost: Business Source Premier: http//search.global.epnet.com/ [Accessed: ] Young D & Thompson K Internal Affairs (using internal marketing to persuade employees to buy-in to a company s goals). The Banker, 49(884):122. Available from: Infotrac: General Business file international: http//infotrac.galegroup.com/itweb/up_itw/ [Accessed: ].
8 288 Zeithaml VA & Bitner MJ Service Marketing 2 nd edition. New York: McGraw- Hill. Zeithaml VA & Bitner MJ Service Marketing 3 rd edition. New York: McGraw- Hill. Zikmund WG Exploring marketing research 8 th Thompson. edition. South-western:
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