REFERENCIAS BIBLIOGRÁFICAS. Agarwal, S., Erramilli, M. K., y Dev, C. S. (2003). Market orientation and performance in

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1 84 REFERENCIAS BIBLIOGRÁFICAS Agarwal, S., Erramilli, M. K., y Dev, C. S. (2003). Market orientation and performance in service firms: role of innovation. Journal of Services Marketing, 17 (1), Ahmed, P. K., Rafiq, M., y Saad, N. M. (2003). Internal marketing and the mediating role of organizational competencies. European Journal of Marketing, 37 (9), Ahmed, P. K., y Rafiq, M. (2003). Internal marketing and challenges. European Journal of Marketing, 37 (9), Balbuena, N., Del Valle, M.A. y Pedraza, V. (2003). Hostal San Andrés. Consultado el 31 de octubre del 2003, de Beagrie, S. (2003, abril). How to... influence employee behavior through internal marketing. Personnel Today, p.35. Bienstock, C. C., DeMoranville, C. W., y Smith, R. K. (2003). Organizational citizenship behavior and service quality. Journal of Services Marketing, 17 (4), Booker, E. (2003, febrero). Spend some serious time, money on internal marketing. B to B, p.8.

2 85 Borgino, M. (1994). Cultura organizacional. Manuscrito no publicado, Instituto Panamericano de Alta Dirección de Empresa de México. Bruhn, M. (2003). Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland. European Journal of Marketing, 37 (9), De Chernatony, L., y Segal-Horn, S. (2003). The criteria for successful services brands. European Journal of Marketing, 37 (7), Domínguez, P. (2002, mayo 30). Trece años del Hostal de San Andrés. Gaceta de la Universidad de las Américas, Puebla, p. 17. Freemantle, D. (1993). Incredible Customer Service. Great Britain: Mc. Graw-Hill Gray, B. J., Matear, S., y Matheson, P. K. (2002). Improving service firm performance. Journal of Services Marketing, 16 (3), Grove, S. J., Carlson, L., y Dorsch, M. J. (2002). Addressing services intangibility through integrated marketing communication: an exploratory study. Journal of Services Marketing, 16 (5), Harris, L. C., y Ogbonna, E. (2000). The responses of front-line employees to market-oriented culture change. European Journal of Marketing, 34 (3),

3 86 Hatch, M. J., y Schultz, M. (2003). Bringing the corporation into corporate branding. European Journal of Marketing, 37 (7), Hernández, R., Fernández, C., y Baptista, P. (1998). Metodología de la Investigación (2a. ed.). México: McGraw-Hill. Hoffman, K. y Bateson, J. E. G. (2002). Fundamentos de Marketing de Servicios. Conceptos, Estrategias y Casos (2a. ed.). México: International Thomson Editores. Judd, V. C. (2003). Achieving a customer orientation using people-power, the 5 th p. European Journal of Marketing, 37 (10), Kotler, P., Bowen, J. y Makens, J. (1997). Mercadotecnia para Hotelería y Turismo. México: Prentice Hall. Kurtz, D. L. y Clow, K. E.(1998). Services Marketing. Great Britain: John Wiley & Sons. Laing, A., Lewis, B., Foxall, G., y Hogg, G. (2002). Predicting a diverse future: directions and issues in the marketing of services. European Journal of Marketing, 36 (4), Laroche, M., Bergeron, J., y Goutaland, C. (2003). How intangibility affects perceived risk: the moderating role of knowledge and involvement. Journal of Services Marketing, 17 (2),

4 87 Leisen, B., Lilly, B., y Winsor, R. D. (2002). The effects of organizational culture and market orientation on the effectiveness of strategic marketing alliances. Journal of Services Marketing, 16 (3), Lovelock, C. (2001). Services Marketing. People, Technology, Strategy (4th. ed.). USA: Prentice Hall. Mitchell, C. (2002). Selling the brand inside. Harvard Business Review, 80 (1), 99. Mudie, P. (2003). Internal customer: by design or by default. European Journal of Marketing, 37 (9), Naudé, P., Desai, J., y Murphy, J. (2003). Identifying the determinants of internal marketing orientation. European Journal of Marketing, 37 (9), Rojas, R. (1988). Investigación social. Teoría y praxis (3ra. ed.). México: Plaza y Janés Schultz, Don E. (2002, octubre). Study internal marketing for better impact. Marketing News, p.8. Universidad Chapagnat de Argentina. (n.f.). La encuesta y tipos de encuesta. Consultado el día 24 de enero del 2003, de recursos/documentos/fulldocs/mar/tipencuch.htm

5 88 Velásquez, V. (2002). Normalización de procedimientos en el Laboratorio de Hospedaje. Tesis inédita de Licenciatura en Administración de Hoteles y Restaurantes, Universidad de las Américas, Puebla.