參考文獻
巫喜瑞與黃俊英（2000），內部行銷概念及其與人力資源管理的比較，企銀季刊，第23卷，第三期，頁125-133。
杜佩蘭（1999），組織承諾、角色衝突與工作滿足及其相關因素之研究－以高雄市政府主計處外派人員為例，國立中山大學人力資源管理研究所碩士論文。
周逸衡與巫喜瑞（2000），服務員工知覺之內部行銷作為、角色知覺與顧客導向間關係之研究-以旅館業為例，未出版論文(投稿中)。
周逸衡與關復勇（1997），服務業內部行銷導向之探討，第三屆服務業管理研討會論文集，國立政治大學，台北。
黃俊英 (2000)，多變量分析，第七版，中國經濟企業研究所，台北。
黃淑琴 (1999)，台灣壽險業內部行銷與經營績效之關聯性探討，靜宜大學企業管理研究所碩士論文。
葉梅桂（1995），藉內部行銷以建立企業競爭優勢：台灣商業銀行之比較個案分析，國立台灣大學商學研究所碩士論文。
韓建玲（1998），內部行銷對顧客導向行為影響之研究－以民營銀行為例，國立中山大學人力資源管理研究所碩士論文。
蘇雲華（1996），服務品質衡量方法之比較，國立中山大學企業管理研究所博士論文。
Anderson, J. C. and D. W. Gerbing (1988), Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach, Psychological Bulletin, 103, 411-423.
Argris, C. (1958), Some Problems in Conceptualizing Organizational Climate: A Case Study of a Bank, Administrative Science Quarterly, 28, 393-413.
Bak, C. A., L. H. Vogt, W. R. George, and I. R. Greentree (1994), Management by Team: An Innovative Tool for Running a Service Organization Through Internal Marketing, Journal of Services marketing, 8 (1), 37-47.
Bateman, T. S. and D. W. Organ (1983), Job Satisfaction and the Good Soldier: The Relationship Between Affect and Employee “Citizenship,” Academy of Management Journal, 26, 587-595.
Baumeister, Roy F., Toss f. Heatherton, and Dianne M. Tice (1993), When Ego Threats Lead to Self-Regulation Failure: Negative Consequences of High Self-Esteem, Journal of Personality and Psychology, 64(1), 141-156.
Berry, L. L. (1981), The Employee as Customer, Journal of Retail Banking, 3(March), 25-28.
Berry, L. L. and A. Parasuraman (1991), Marketing Services: Competing Through Quality, New York, The Free Press.
Bitner, M. J. (1990), Evaluating Service Encounter: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54(April), 69-82.
Bitner, M. J. (1992), Servicescapes: the Impact of Physical Surroundings on Customers and Employees, Journal of Marketing, 56(April), 57-71.
Bollen, K. A. and J. S. Long (1993)(eds.), Testing Structural Equation Models, Sage Publications.
Bowen, D. E. and B. Schneider (1988), Service Marketing and Management: Implications for Organizational Behavior, Research in Organizational Behavior, 10, 43-80.
Brooke, P. P. Jr., D. W. Russell, and J. L. Price (1988), Discriminate Validation of Measures of Job Satisfaction, Job Involvement, and Organizational Commitment, Journal of Applied Psychology, 73,139-145.
Brown, S. P. and R. A. Peterson (1993), Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects, Journal of Marketing Research, XXX, 63-77.
Cahill, D. J. (1995), The Managerial Implications of the Learning Organization: A New Tool for Internal Marketing, Journal of Service Marketing, 9 (4), 43-51.
Carman, J. M. (1990), Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, 66 (1), 33-55.
Childers, T. L., G. A. Churchill, N. M. Ford, and O. C. Walker, Jr. (1980), Towards a More Parsimonious Measurement of Job Satisfaction for the Industrial Salesforce, In Marketing in the 80’s: Changes and Challenges, R. P. Bagozzi et al., eds., American Marketing Association, Chicago, 344-349.
Churchill, G. A., Jr. (1979), A paradigm for Developing Better Measures of Marketing Constructs, Journal of Marketing Research, 16(February), 64-73.
Churchill, G. A., Jr., N. M. Ford, and O. C. Walker, Jr. (1974), Measuring the Job Satisfaction of Industrial Salesmen, Journal of Marketing Research, 11(August), 254-260.
Collins, B. and A. Payne (1991), Internal Marketing: A New Perspective for HRM, European Management Journal, 9 (3), 261-270.
Cronin, J. J. Jr and S. A. Taylor (1992), Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, 56(July), 55-68.
Dabholkar, P. A., D. I. Thorpe, and J. O. Rentz (1996), A measure of Service Quality for Retail Stores: Scale Development and Validation, Academy of Marketing science Journal, 24 (1), 3-16.
Dunlap, B. J., M. J. Dotson, and T. M. Chambers (1988), Perceptions of Real-Estate Brokers and Buyers: An Interpersonal Influence Perspective, Journal of Marketing Research, 17, 175-187.
Eisenberger, R., P. Fasolo, and V. Davis-LaMastro (1990), Perceived Organizational Support and Employee Diligence, Commitment, and Innovation, Journal of Applied Psychology, 75, 51-59.
Eisenberger, R., R. Huntington, S. Hutchisom, and D. Sowa (1986), Perceived Organizational Support, Journal of Applied Psychology, 500-507.
Farkas, A. and L. E. Tetrick (1989), A Three-Wave Longitudinal Analysis of the Causal Ordering of Satisfaction and Commitment on Turnover Decisions, Journal of Applied Psychology, 74, 855-868.
Fishe, C. (1980), On the Dubious Wisdom of Expecting Job Satisfaction to Correlate with Performance, Academy of Management Review, 5(4), 607-612.
Flipo, J. P. (1986), Service Firms: Interdependence of External and Internal marketing Strategies, Journal of European Marketing, 20, 8, 5-14.
Forehand, G. A. and B. V. H. Gilmer (1964), Environmental Variation in Studies of Organization Behaviors, Psychological Bulletin, 62, 228-240.
Friedlander, F., and S. Greenberg (1971), Effect of Job Attitudes, Training and Organizational Climate on Performance of the Hard-core Unemployed, Journal of Applied Psychology, 55, 287-295.
Ganesan, S. (1994), Determinants of Long-Term Orientation in Buyer-Seller Relationships, Journal of Marketing, 58 (2), 1-19.
George, W. R. (1977), The Retailing of Services-A Challenging Future , Journal of Retailing, 53, 3, 91-95.
George, W. R. (1989), Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level, Journal of Business Research, 20, 63-70.
George, W. R. (1990), Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level, Journal of Business Research, 20, 63-70.
George, W. R. and C. Gronroos (1989), Developing Customer-Conscious Employees At Every Level—Internal Marketing, in Handbook of Services Marketing, Carole A. Congram and Margaret L. Friedman, eds. , AMACOM, New York.
George, W. R. and F. Compton (1985), How to Initiate A Marketing Perspective in a Health Services Organization, Journal of Health Care marketing, 5, 29-37.
Gerbing, D. W. and J. C. Anderson (1988), An Updated Paradigm for Scale Development Incorporating Unidimentionality and Its Assessment, Journal of Marketing Research, 25(May), 186-192.
Glick, W. H. (1985), Conceptualizing and Measuring Organizational and Psychological Climate: Pitfalls in Multilevel Research, Academy of Management Review, 10 (3), 601-616.
Gouldner, A. W. (1960), The Norm of Reciprocity: A Preliminary Statement, American Sociological Review, 25, 161-178.
Greene, W. E., Gary D. Walls, and L. J. Schrest (1994), Internal Marketing: The Key to External Marketing Success, Journal of Services Marketing, 8 (4), 5-13.
Gronroos, C. (1981), Internal Marketing—An Integral Part of Marketing Theory, In Donnelly, J. H. and George, W. E. (Eds.), Marketing of Services, American Marketing Association Proceedings Series, 236-238.
Gronroos, C. (1982), An Applied Service marketing Theory, European Journal of Marketing, 16, 30-41.
Gronroos, C. (1984), A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18 (4), 36-44.
Gronroos, C. (1985), Internal Marketing Theory and practice in Services Marketing in a Changing Environment, Thomas M. Bloch et al., eds., American Marketing Association, Chicago, pp.42-47.
Gronroos, C. (1990), Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface, Journal of Business Research, 20,3-11.
Gronroos, C. (1994), From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing, Asia-Australia Marketing Journal, 2 (1), 9-30.
Gronroos, C. (2000), Service Management and Marketing—A Customer Relationship Management Approach, 2nd ed., New York: Wiley.
Guion, R. M. (1973), A Note on Organizational Climate, Organizational Behavior and Human Performance, 9, 120-125.
Gummesson, E. (1992), Using Internal Marketing to Develop a New Culture—The Case of Ericsson Quality, Journal of Business and Industrial Marketing, 2(3), 23-28.
Hackman, J. R. and G. R. Oldham (1975), Development of the Job Diagnostic Survey, Journal of Applied Psychology, 60, 159-170.
Hair, J. F. Jr., R. E. Anderson, R. L. Tatham, W. C. Black (1998), Multivariate Data Analysis, 5th ed., New Jersey: Prentice Hall.
Hartline, M. D. and O. C. Ferrell (1993), Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer-Contact Employee Behaviors, Technical Working Paper for the Marketing Science Institute, Report No. 93-122, Cambridge, Ma.
Hartline, M. D. and O. C. Ferrell (1996), The Management of Customer-Contact Service Employees: An Empirical Investigation, Journal of Marketing, 52(Oct.), 52-70.
Hartline, M. D., J. G. Maxham Ⅲ, and D. O. McKee (2000), Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees, Journal of Marketing, 64(April), 35-50.
Hellriegel, D. and J. W. Slocum Jr. (1974), Organizational Climate: Measures, Research, and Contingencies, Academy of Management Journal, 17, 255-280.
Heskett, J. L., T. O. Jones, G. W. Loveman, W. E. Sasser Jr., and L. A. Schlesinger (1994), Putting the Service-Profit Chain to Work, Harvard Business Review, March-April, 164-174.
Heskett, J. L., W. E. Sasser Jr., and L. A. Schlesinger (1997), The Service Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value, New York: Free Press.
Heskett, James L. (1987), Lessons in the Service Sector, Harvard Business Review, 65, 118-126.
Hoffman, K. D. and T. N. Ingram (1991), Creating Customer-Oriented Employees: The Case in Home Health Care, Journal of Health Care marketing, 11(June ), 24-32.
Hoffman, K. D. and T. N. Ingram (1992), Service Provider Job Satisfaction and Customer-Oriented Performance, The Journal of Services Marketing, 6 (2), 68-78.
Holbrook, M. B. and K. P. Corfman (1985), Quality and Value in the Consumption Experience: Phaldrus Rides Again, in Perceived Quality, J. Jacoby and J. Olson(eds.), Lexington, Massachuseetts: Lexington Books, 31-57.
Howe, J. G. (1977), Groups Climate: An Exploratory Analysis of Construct Validity, Organizational Behavior and Human Performance, 19 (1), 106.
Hrebiniak L. G. and J. A. Alluto (1972), Personal and Role -Related Factors in the Development of Organizational Commitment, Administrative Science Quarterly, 17, 556.
Iaffaldano, M. T. and P. M. Muchinsky (1985), Job Satisfaction and Job Performance: A Meta-Analysis, Psychological Bulletin, March, 251-273.
Ironson, G. H., P. C. Smith, M. T. Brannick, W. M. Gibson, and K. B. Paul (1989), Construction of a Job in General Scale: A Comparison of Global, Composite, and Specific Measures, Journal of Applied Psychology, 74, 193-200.
James, L. R. (1982), Aggregation Bias in Estimates of Perceptual Agreement, Journal of Applied Psychology, 67, 219-229.
Jaworski, B. J. and A. K. Kohli (1993), Market Orientation: Antecedents and Consequences, Journal of Marketing, 57, 53-70.
Johannesson, R. E. (1973), Some Problems in The Measurement of Organizational Climate, Organizational Behavior and Human Performance, 10, 118-144.
Johnson, E. M. and D. T. Seymour (1985), The Impact of Cross Selling on the Selling on the Service Encounter in Retail Banking, in John A. Czepiel, Michael R. Solomon, and Carol Surprenant (eds.), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington, MA: Lexington Books, 225-239.
Johnson, E. M., E. E. Scheuing, and K. A. Gaida (1986), Profitable Services Marketing, Homewood, IL: Dow-Jones Irwin.
Jöreskog, K. D. and D. Sörbom (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Mooresville, Ill.: Scientific Software.
Joseph, W. B. (1996), Internal Marketing Builds Service Quality, Marketing Review, 16(1), 54-59.
Jou, Jacob Yih-Hen, Yi-Ling Lin, and Cedric H.J. Wu (1999), The Relationship between the Internal Marketing Orientation and Organizational Commitment-Taking Nursing Personal as an Example, proceeding of 1999 International Conference on Comparative Management, Kaohsiung, National Sun Yat-Sen University, 451-464.
Katz, D. and R. L. Kahn (1978), The Social Psychology of Organizations, rev. New York: John Wiley.
Kelley, S. W. (1987), Managing Service Quality: The Organizational Socialization of the Service Employee and Customer (Doctoral Dissertation, University of Kentucky), Ann Arbor, MI: University Microfilms International.
Kelley, S. W. (1988), A Demonstration of Generalizability Theory Procedures Through the Assessment of the Psychometric Properties of the SOCO Scale, In Strategic Issues in a Dynamic Marketing Environment Marketing Environment, Eds. John H. Summey and Paul J. Hensel. Carbondale, IL: Southern Marketing Association.
Kelley, S. W. (1992), Developing Customer Orientation Among Service Employees, Journal of the Academy of Marketing Science, 20(1), 27-36.
Kohli, A. K. and B. J. Jaworski (1990), Market Orientation: The Construct, Research Propositions, and Managerial Implications, Journal of Marketing, 54 (April), 1-18.
Kotler, P. and G. Armstrong (1999), Principles of Marketing, 8th eds., Prentice Hall, 44 -57.
Leigh, J. H., G. H. Lucas, Jr., and R. W. Woodman (1988), Effects of Perceived Organizational Factors on Role Stress-Job Attitude Relationships, Journal of Management, 14(1), 41-58.
Litwin, G. H. and R. A. Stringer (1968), Motivation and Organizational Climate, Boston: Harvard Business School, Division of Research.
Locke, E. A. (1969), What is Job Satisfaction? Organizational Behavior and Human Light at the End of the Tunnel, Psychological Science, 1(4), 240-246.
Locke, E. A. (1976), The Nature and Causes of Job Satisfaction. In M. D. Dunnette(ed.), Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally, 1319-1328.
Loehlin, J. C. (1987）, Latent Variable Models: An Introduction to Factor, Path and Structural Analysis, Hillsdale, N.J.: Lawrence Erlbaum.
Lovelock, C. H. and R. F. Young (1979), Look to Consumers to Increase Productivity, Harvard Business Review, (May-June), 19-31.
Lovelock, C. H. (1996), Services Marketing, 3rd ed. Prentice Hall, International Editions.
Lusch, R. F., T. Boyt, and D. Schuler (1996), Employees as Customers: The Role of Social Controls and Employee Socialization in Developing Patronage, Journal of Business Research, 35, 179-187.
MacKenzie, S. B., P. M. Podsakoff, and M. Ahearne (1998), Some Possible Antecedents and Consequences of In-Role and Extra-Role Salesperson Performance, Journal of Marketing, 62 (July), 87-98.
Masterson, S. S., K. Lewis, and M. S. Taylor (2000), Integrating Justice and Social Exchange: The Differing Effects of Fair Procedures and Treatment on Work Relationships, Academy of Management Journal, 43 (4), 738-748.
McMillian, R. C. (1997), Customer Satisfaction and Organizational Support for Service Providers, Doctoral Dissertation, University of Florida.
Michaels, R. E. and R. L. Day (1985), Measuring Customer Orientation of Salespeople: A Replication With Industrial Buyers, Journal of Marketing Research, 22(Nov.), 443-446.
Moorman, R. H. (1993), The Influence of Cognitive and Affective Based Job Satisfaction Measures on the Relationship Between Satisfaction and Organizational Citizenship Behavior, Human Relations, 46(6), 759-776.
Moorman, R. H., G. L. Blakely, and B. P. Niehoff (1998), Does Perceived Organization Support Mediate the Organizational Citizenship Behavior?, Academy of Management Journal, 41 (30), 351-357.
Mowday, R. T., L. W. Porter, and R. M. Steers (1982), Employee -Organization Linkage, New York: Academic Press, 20.
Mowday, R. T., R. M. Steers, and L. W. Porter (1979), The Measurement of Organizational Commitment, Journal of Vocational Behavior, 14, 224-247.
Mudie, P. M. (1987), Internal Marketing: Cause for Concern, The Quarterly Review of Marketing, 12 (3), 21-24.
Narver, J. C. and S. F. Slater (1990), The Effect of a Market Orientation on Business Profitability, Journal of Marketing, 54, 20-35.
O'Hara, B., J. S. Boles, and M. W. Johnston (1991), The Influence of Personal Variables on Salesperson Selling Orientation, Journal of Personal Selling & Sales Management, 11 (Winter), 61-67.
O'Reilly, C. and J. Chatman (1986), Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior, Journal of Applied Psychology, 71, 492-499.
Organ, D. W. (1990), The Subtle Significance of Job Satisfaction, Clinical Laboratory Management Review, 4(1), 94-98.
Organ, D. W. and M. A. Konovsky (1989), Cognitive Versus Affective Determinants of Organizational Citizenship Behavior, Journal of Applied Psychology, 74, 157-164.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1985), A Conceptual Model of Service Quality and it Implication for Future Research, Journal of Marketing, 49( Fall), 41-50.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service, Journal of Retailing, 64 (Spring), 12-40.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1991), Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, 67 (Winter), 420-450.
Parkington, J. J. and B. Schneider (1979), Some Correlates of Experienced Job Stress: A Boundary Role Study, Academy of Management Journal, 22, 270-281.
Payne, R. L., S. Fineman, and T. D. Wall (1976), Organizational Climate and Job Satisfaction: A Conceptual Synthesis, Organizational Behavior and Human Performance, 16(June), 45-62.
Petty, M. M., G. W. McGee, and J. W. Cavender (1984), A Meta-Analysis of the Relationship Between Job Satisfaction and Individual Performance, Academy of Management Review, 9, 712-721.
Piercy, N. and N. Morgan (1991), Internal Marketing--The Missing Half of the Marketing Programme, Long Range Planning, 24 (2), 82-93.
Porter L. W. and F. J. Smith (1970), The Etiology of Organizational Commitment, Unpublished Paper, University of California, Irvine.
Porter, L. W. and E. E. Lawler (1968), Managerial Attitude and Performance, Homewood,I11.: Richard D. Irewin.
Powell, G. N. and D. A. Butterfield (1978), The Case for Subsystem Climate in Organizations, Academy of Management Review, 3, 151-157.
Quester, P. G. and A. Kelly (1999), Internal Marketing Practices in The Australian Financial Sector: An Exploratory Study, Journal of Applied Management Studies, 8(2), 217-229.
Rafiq, M. and P. K. Ahmed (1993), The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management, Journal of Marketing Management, No. 9, pp.219-232.
Richardson, B. A. and C. G. Robinson (1986), The Impact of Internal Marketing on Customer Service in a Retail Bank, The International Journal of Bank Marketing, 9, 219-232.
Rucci, A. J., S. P. Kirn, and R. T. Quinn (1998), The Employee- Customer- Profit Chain at Sears, Harvard Business Review, January- February, 83-97.
Sarason, S. B. (1974), The Psychological Sense of Community: Prospects for a Community Psychology, San Francisco: Jossey-Bass.
Saxe, R. and B. A. Weitz (1982), The SOCO Scale: A Measure of the Customer Orientation of Salespeople, Journal of Marketing Research, XIX, 343-351.
Schein, E. H. (1985), Organizational Culture and Leadership, San Francisco: Jossey-Bass.
Schlesinger, L. A. and J. Zornitsky (1991), Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications, Human Resource Planning, 14(2), 141-149.
Schneider, B. (1975), Organizational Climate: An Essay, Personnel Psychology, 21, 447-479.
Schneider, B. (1980), The Service Organization: Climate is Crucial, Organizational Dynamics, 9, 52-65.
Schneider, B. (1986), Notes on Climate and Culture, In M. Venkatesan, D.M Schmalensee and C. Marchall (eds.), Creativity in Services Marketing: What’s New, What Works, What’s Developing, 63-67, Chicago, IL: American Marketing Association.
Schneider, B. (1990), The Climate for Service: An Application of The Climate Construct, In B. Schneider (Ed.), Organizational Climate and Culture, 383-412, San Francisco: Jossey-Bass.
Schneider, B. and A. E. Reichers (1983), On the Etiology of Climates, Personnel Psychology, 36, 19-39.
Schneider, B. and D. E. Bowen (1985), Employee and Customer Perceptions of Service in Banks: Replication and Extension, Journal of Applied Psychology, 70,423-433.
Schneider, B., J. J. Parkington and V. M. Buxton (1980), Employee and Customer Perceptions of Service in Banks, Administrative Science Quarterly, 25, 252-267.
Schneider, B., S. K. Gunnarsom, and K. Niles-Jolly (1994), Creating the Climate and Culture of Success, Organizational Dynamics, 23, 17-29.
Schneider, B., S. S. White, and M. C. Paul (1998), Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model, Journal of Applied Psychology, 83(2), 150-163.
Seashore, E. E., E. E. Lawier, P. Mirvis, and C. Cammann (eds.) (1982), Observing and Measuring Organizational Change: A guide to field Practice, New York: Wiley.
Seashore, S. E. and T. D. Taber (1975), Job Satisfaction and Their Correlation’s, American Behavior and Scientists, 18, 346.
Settoon, R. P., N. Bennett, and R. C. Liden (1996), Social Exchange in Organizations: The Differential Effects of Perceived Organizational Support and Leader Member Exchange, Journal of Applied Psychology, 81, 219-227.
Shore, L. and L. E. Tetrich (1991), A Construct Validity Study of the Survey of Perceived Organizational Support, Journal of Applied Psychology, 76, 637-643.
Shore, L. M. and S. J. Wayne (1993), Commitment and Employee Behavior: Comparison of Affective Commitment and Continuance Commitment with Perceived Organizational Support, Journal of Applied Psychology, 78, 774-780.
Shostack, G. L. (1985), Planning the Service Encounter, in The Service Encounter (eds.) J. A. Czepiel, M. R. Solomon , and C. F. Surprenant ,Lexington, MA: Lexington Books, 243-254.
Slater, S. F. and J. C. Narver (1995), Market Orientation and the Learning Organization, Journal of Marketing, 59(July), 63-74.
Smith, P. C., L. M. Kendall and C. L. Hulin (1969), The Measurement of Satisfaction in Work and Retirement, Chicago: Rand McNally.
Snipes, R. L.(1996), The Test of the Effects of Job Satisfaction and Self-Efficacy on Service Quality and Customer Satisfaction: A Causal Model, PhD Dissertation of Auburn, Alabama.
Solomon, M. R., Carol Surprenant, John A. Czepiel, and Evelyn G. Gutman (1985), A Role Theory Perspective on Dyadic Interactions: The Service Encounter, Journal of Marketing, 49, 99-111.
Spector, P. E. (1985), Measurement of Human Service Staff Satisfaction: Development of the Job Satisfaction Survey, American Journal of Community Psychology, 13 (6), 693-713.
Stevens J. M., J. Beyer, and H. M. Trice (1978), Assessing Personal, Role, and Organizational Predictors of managerial Commitment, Academy of Management Journal. 21, 380-396.
Sujan, H., B. A. Weitz, and N. Kumar (1994), Learning Orientation, Working Smart, and Effective Selling, Journal of Marketing, 58 (July), 39-52.
Taguri, R. and G. H. Litwin (eds.) (1968), Organizational Climate: Explorations of a Concept, Boston Graduate School of Business Administration, Harvard University.
Tansuhaj, P., D. Randall, and J. McCullough (1991), Applying the Internal Marketing Concept within Large Organizations: As Applied to a Credit Union, Journal of Professional Services Marketing, 6(2), 193-203.
Vroom, V. H. (1964), Work and Motivation, New York: Wiley.
Wasmer, D. J. and G. C. Bruner Ⅲ(1991), Using Organizational Culture to Design Internal Marketing Strategies, The Journal of Services Marketing, 5 (1), 35.
Wayne, S. J., L. M. Shore, and R. C. Liden (1997), Perceived Organizational Support and Leader-Member Exchange: A Social Exchange Perspective, Academy Management Journal, 40 (1), 82-111.
Weiner Y. and A. S. Gechman (1977), Commitment: A Behavioral Approach to Job Involvement, Journal of Vocational Behavior, 10, 48.
Williams, M. R. and J. Wiener (1990), Does the Selling Orientation-Customer Orientation (SOCO) Scale Measure Behavior or Disposition? , In Enhancing Knowledge Development in Marketing (Eds.), William Bearden et al., Chicago: American Marketing Association.
Wilson, A. (1991), The Internal Marketing of Services--The New Surge, Management Decision, 29 (5), 4-7.
Zeithaml, V. A. and M. J. Bitner (1996), Services Marketing, McGraw-Hill Book Co.
Zeithaml, V. A., L. L. Berry and A. Parasuraman (1988), Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing, 52 (April), 35-48.
Zohar, D. (1980), Safety Climate in Industrial Organizations Theoretical and Applied Implications, Journal of Applied Psychology, 65, 96-102.