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R.、Grönroos, C.(1989)。Developing Customer-Conscious Employee at Every Level Internal Marketing。Handbook of Services Marketing。New York, NY:AMACOM。 | 2. | Grönroos, C.(1985)。Internal marketing: Theory and practice。Services marketing in a changing environment。Chicago:American Marketing Association。 | 3. | Grönroos, Christian(1981)。Internal marketing: An integral part of marketing theory。Marketing of services。Chicago, Illinois:American Marketing Association。 | 4. | Johnson, E. M.、Seymour, D. T.(1985)。The impact of cross selling on the selling on the service encounter in retail banking。The service encounter: managing employee/customer interaction in service business。Lexington, MA:Lexington Books。 | 5. | Tunstall, W. B.(1985)。Breakup of the Bell System: A Case Study in Cultural Transformation。Gaining Control of the Corporate Culture。San Francisco, CA:Jossey-Bass。 | |
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