參考文獻
中文部份:
董玉娟 林義屏 黃俊英,"內部行銷在人力資源管理上的應用
(上)",勞工行政,民國87年十月,第一二六期,pp.52-57。
董玉娟 林義屏 黃俊英,"內部行銷在人力資源管理上的應用
(下)",勞工行政,民國87年十月,第一二六期,pp.43-47。
盧淵源 鄭玉惠,"內部顧客服務品質因子之初探", 第四屆服務
管理研討會論文,民國87年,pp.149-164。
嚴秀茹 李品潔 廖正賢,"顧客滿意之經營探討:員工滿意、組織因
素與顧客滿意度之關係研究", 第四屆服務管理研討會論文,
民國87年,pp.537-554。
蘇民,"員工與顧客滿意度影響國內航空服務業經營績效之研究",
交通大學企業管理研究所碩士論文,民國87年6月。
黃同圳,"人力資源管理策略化程度與組織績效關係探討",輔仁
管理評論,民國87年,第五卷第一期,pp.1-18。(1998)
王立仲,"服務業關係行銷之研究",政治大學企業管理研究所碩士論文,民國87年6月。
林浩成,"壽險業去年新契約保費首度突破千億!",現代保險雜
誌,民國87年6月,114期,pp.56。
周逸衡 關復勇,"服務業內部行銷導向之探討",第三屆服務管
理研討會,民國86年,pp.B4-3。
邱宏仁,"內部行銷、人力資源與競爭優勢:應用混沌理論的定性
研究",第二屆管理學術定性研究研討會,民國86年,
pp.159-179。
謝耀龍 顏信利,"臺灣壽險業顧客抱怨行為之研究", 第三屆服
務管理研討會A1-1,民國86年。
徐柏園,"消費者對壽險保單增購行為之探討",逢甲大學保險學研究所碩士論文,民國86年6月。
藤以勇,"對人員服務接觸與顧客反應間關係之研究─以眼鏡業為
例", 中山大學企業管理研究所碩士論文,民國86年6月。
蕭富峰,"內部行銷", 台北:天下文化出版,民國86年。
李金泉,"SAS/PC實務與應用統計分析",台北:松崗電腦圖書資料
股份有限公司出版,民國86年,初版五刷。
楊輝南,"加油站顧客滿意認知差距與經營績效關係之探討", 東
海大學企業管理研究所碩士論文,民國85年6月。
古永嘉,"企業研究方法", 台北:華泰書局,民國85年。
蘇晏健,"社會教育活動方案行銷策略之研究",國立台灣師範大
學社會教育研究所碩士論文,民國85年6月。
周逸衡 蘇雲華,"台灣服務行銷發展沿革之研究",企業管理學報,民國85年,第三十八期pp.85~102。
洪育忠,"為企業做體檢",管理雜誌,民國85年1月,第259期,pp.32-34。
產業調查報導,"台灣地區人壽保險業發展現況與展望",民國85
年,第173期,pp.19-45。
林旭初,"關係行銷文化特質之研究─以台灣壽險業務員銷售行為
為例", 國立政治大學企業管理研究所碩士論文,民國84
年。
葉梅桂,"Creating Competitive Advantage through Internal
Marketing: Comparative Case Studies of Taiwan''''''''s
Commercial Banking",台大商學研究所碩士論文,民國84
年。
林峰立,"服務業的「軟硬」體兼施:態度面的服務和機能性的服
務", 第一屆服務業管理研討會論文,民國84年,pp.1-13。
洪順慶,"市場導向的經營管理",世界經理文摘,民國84年2月,第102期,pp.52-61。
汪若慈,"世界級企業的標準",世界經理文摘,民國84年10月,
第110期,pp.122-126。
魏子雲,"壽險業務人員個人知覺及人格特質與績效間關係之探
討", 民國83年6月,中原大學企業管理研究所碩士論文。
黃俊英 林震岩,"SAS分析與實例",台北:華泰書局,民國83年。
何木水,"台灣人壽保險行銷組合與績效關係之研究", 民國82年
6月,文化大學國際企業管理研究所碩士論文。
蕭富峰,"服務業內部行銷之研究",八十二年技術與教學研討會
論文集,民國82年,pp.(4)1-7。
尉謄蛟譯,"服務業的經營策略",台北:遠流出版公司,民國80
年5月,初版六刷。
佘文貴,"台灣地區觀光遊憩服務業行銷之研究",中原大學企業管理研究所碩士論文,民國81年6月。
劉文宏,"我國服務業行銷策略之研究",國立成功大學企業管理研究所碩士論文,民國80年6月。
英文部份:
Anonymous, (1996) Good marketing begins at home, Marketing,
Jan 18,pp.3.
Berry, L. L., (1981) The Employee as Customer, Journal of Retail
Banking, Vol.3, Mar., pp.25-28.
Berry, L. L., & Parasuraman, A., (1991) Marketing Service
Competing Through Quality, New York: The Free Press.
Bitner, M. J., (1995) Building Service Relationships: It''''''''s All
About Promises, Journal of the Academy of Marketing
Science, Vol.23, No.4, pp.246-251.
Champy, J., (1993) Reengineering Management---The Mandate For
New Leadership.
Chaston, I., (1995) A Typology for Evaluating Branch-Level of
Internal Customer Management Processes within the UK
Clearing Banks, The Service Industries Journal, Vol.15,
pp.332-349.
Chung, R. K., (1993) TQM: Internal Client Satisfaction, Business
Credit, Vol.95, pp.26-39.
Cowell, D., (1984) The Marketing of Services, Heinemann, London.
Dess,G. G.,& Robinson , Jr., R.B., (1984) Measuring Organizational
Performance in the Absence of Objective Measures: The Case
of Privately Held Firms and Conglomerate Business Units,
Strategic Management Journal, Vol.5, pp.265-273.
Dennis, J. C., (1995) The Managerial Implications of the
Learning Organization: A New Tool for Internal Marketing,
Journal of Services Marketing, Vol.9, pp.43-51.
Ferguson, J. M. & Higgins, L. F. & Phillips, G. R., (1993) How
to Evaluate and Upgrade Technical Service, Industrial
Marketing Management, 22(3), Aug. pp.187-193.
Francken, D. A., (1983) Post Purchase Consumer Evaluation,
Complaint Actions and Repurchase Behavior, Journal of
Economic Psychology, Vol.4, pp.273-290.
Flipo, J. P., (1986) Service Firms: Interdependence of External
and Internal Marketing Strategies, European Journal of
Marketing, Vol.20, No.8, pp.7.
Garvin, D. A., (1988) Managing Quality, New York: The Free Press.
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, pp.63-70.
Greene, W. E. & Walls, G. D. & Schrest, L. J., (1994) Internal
Marketing - The Key to External Marketing Success,
Journal of Services Marketing, Vol.8 No.4, PP.5-13.
Gronroos, C., (1990) Service management and Marketing-
Managing the moments of Truth in Service Competition,
U.S.: Lexington Books.
Gronroos, C., (1985) Internal Marketing - Theory and Practice,
Service Marketing in a Changing Environment, American
Marketing Association, Chicago, IL, pp.41-47.
Gronroos, C., (1984) A Service Quality Model and Its Marketing
Implications, European Journal of Marketing, Vol.18, No.4,
pp.36-44.
Gummesson, E., (1987) The New Marketing Developing Long-term
Interactive Relationships, Long Range Planning, Vol.20,
pp.10-31.
Hallowell, R., Schlesinger, L. A. & Zornitsky, J., (1996)
Internal Service Quality, Customer and job Satisfaction:
Linkages and Implications for Management, Human Resource
Planning, Vol.19, pp.20-31.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. &
Schlesinger, L. A., (1994) Putting the Service-Profit
Chain to Work. Harvard Business Review, Vol.72, No.2,
pp.164-174.
Heskett, J. L., (1987) Lessons in the service sector, Harvard
Business Review, Vol.65, No2, Mar.-Apr., pp.118-125.
Howard & Sheth, J. N., (1969) The Theory of Buyer Behavior, New
York, John Wiley & Sons Inc.
Joseph, W. B., (1996) Internal Marketing builds Service Quality,
Journal of Health Care Marketing, Vol.16, Iss.1, pp.54-
59.
Juran, J. M., (1986) A Universal Approach to Managing for
Quality, Quality Progress, Aug., pp.19-24.
Kotler, P., (1994) Marketing Management: Analysis, Planning,
Implementation and Control, 8th Ed. Englewood Cliffs, NJ:
Prentice Hall.
Kotler, P., (1991) Marketing Management, 7th Ed. Englewood
Cliffs, N. J.: Prentice-Hall Inc.
Kotler, P. & Levy, S. J., (1969) Broading the Concept of
Marketing. Journal of Marketing, Jan., pp.15-18.
Lovelock,(1991) Developing Frameworks for Understanding
Service Marketing, Service Marketing, 8th Ed. Prentice
Hall.
McCarthy, E. J., (1981) Basic Marketing: A Managerial Approach,
9th ed., Homewood, Irwin.
Paul, L., William, R. & Harvey D., (1991) Health Care Marketing
Minicase - Effective Internal Marketing: The Challenge
of the 1990s. Journal of Health Care Marketing, Vol.11,
No.2, June, pp.58-62.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L., (1990) Delivering
Quality Service, New York: The Free Press.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L., (1985) A
Conceptual Model of Service Quality and Its Implication
for Future Research, Journal of Marketing, 49, pp.25-48.
Piercy, N. F. & Morgan, N. A., (1991) Internal Marketing-The
Missing Half of the Marketing Program, Long Range
Planning, Vol.24, No.2, pp.82~93.
Robinson, S. & Long, G., (1987) Marketing Further Education:
Products or People, Natfhe Journal, Mar.
Rqfiq, M. & Ahmed, P. K., (1993) The Scope of Internal Marketing
: Defining the Boundary between Marketing and Human
Resource Management, Journal of Marketing Management,
Vol.9, pp.219-232.
Sasser, W. F., (1976) Match Supply and Demand in Service Industry,
Harvard Business Review, Nov.-Dec., pp.134-140.
Schlesinger, L. A. & Leonard, A., (1991) Job satisfaction,
Service Capability and Customer Satisfaction: An
Examination of linkages and management implications,
Human Resource Planning, Vol. 14, pp.141-149.
Sharma, S., (1996) Applied multivariate techniques. New York,
U.S.: Lexington Books, pp.258-260.
Tansuhaj, P. S., Randall, D. & McCullough, J., (1988) A
Service Marketing management model: Integrating
Internal and External marketing Functions, Journal of
Services Marketing, Vol.2, pp.31-38.
Taylor, S. L. & Cosenza, R.M., (1997) Internal Marketing can
Reduce Employee Turnover, Supervision, Vol.58, Iss.12,
pp.3-5.
Thomas, D. R. E., (1978) Strategy''''''''s Different in Service
Industries", Harvard Business Review, Jul-Aug.,
pp.60.
Varey, R. J., (1995) Internal Marketing: A Review and Some
Interdisciplinary Research Challenges, International
Journal of service Industry Management, 6(1): pp.40-63.
Wasmer, D. J. & Bruner, G. C., (1991) Using Organizational Cluster
to Design Internal Marketing Strategies, Journal of
Services Marketing, Win. pp.35-46.