王一芝（2012）。《遠見》服務業大調查10週年。遠見雜誌，316，98-124。
交通部觀光局行政資訊系統（2009、2010、2011、2012、2013）。觀光相關產業-旅館及民宿-星級旅館評鑑。2013年2月21日。取自http://admin.taiwan.net.tw/ public/public.aspx?no=224。
交通部觀光局行政資訊系統（2013）。最新消息-幸福之旅，從「星」級開館啟程。2013年11月6日。取自http://news.ey.gov.tw/News_Content2.aspx?n=DDD0705B2394AD88&;sms=A30977FC8941C6A9&;s=0372DC909757A914。
交通部觀光局行政資訊系統（2011）。觀光法規-觀光法規-觀光發展條例(E)。2012年6月24日。取自http://admin.taiwan.net.tw/law/law_d.aspx?no=130&;d=476。
巫喜瑞（2001）。服務業內部行銷導向、組織支持、工作滿足與顧客導向間關係之研究-銀行業之例。國立中山大學企業管理學系博士論文，未出版，高雄市。
李芳齡 譯 （2010）。人力資源未來大趨勢。EMBA世界經理文摘，291，84-88。
林鉦棽（2004）。休閒旅館業從業人員的組織公正、組織信任與組織公民行為關係：社會交換理論觀點的分析。中華管理學報，5（1），91-112。
洪順慶（2005）。行銷管理。臺北：新陸。
張德儀與李心怡（2008）。旅館業內部行銷對於服務導向組織公民行為之影響：以心理依附之觀點。觀光休閒學報，14（1），29-57。
彭台光、高月慈與林鉦棽（2006）。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23（1），77-98。
張火燦（2005）。策略性人力資源管理。臺北：揚智。
黃營杉與齊德彰（2004）。服務業內部行銷、企業文化、工作滿足與經營績效間關聯性之研究-以台灣國際觀光旅館為例。管理與系統，11（4），485-507。
經濟部（2012）。焦點新聞-即時新聞。2012年8月24日。取自http://www.moea.gov.tw/Mns/populace/news/
News.aspx?kind=1&;menu_id=40&;news_id=25389。
廖述賢與張文榮（2010）。市場導向、創新能力、行銷能力與經營績效。商略學報，2（2），87-107。
蕭富峰（1997）。內部行銷。臺北：天下。
Aburoub, A. S., Hersh, A. M., &; Aladwan, K. (2011). Relationship between internal marketing and service quality with customers' satisfaction. International Journal of Marketing Studies, 3(2), 107-118.
Abzari, M., Ghorbani, H., &; Madani, F. G. (2011). The effect of internal marketing on organizational commitment from market-orientation viewpoint in hotel industry in Iran. International Journal of Marketing Studies, 3(2), 147-155.
Abzari, M, &; Ghujali, T. (2011). Examining the impact of internal marketing on organizational citizenship behavior. International Journal of Marketing Studies, 3(4), 95-104.
Aggarwal, U., Datta, S., &; Bhargava, S. (2007). The Relationship between human resource practices, psychological contract and employee engagement
-Implications for managing talent. IIMB Management Review, 9, 313-325.
Ahmed, P. K., Rafiq, M., &; Saad, N. M. (2003). Internal marketing and the mediating role of organisational competencies. European Journal of Marketing, 37(9), 1221-1241.
Ahmed, P. K. &; Rafiq, M. (2003). Commentary internal marketing issues and challenges. European Journal of Marketing, 37(9), 1176-1186.
Allen, T. D., Eby, L. T., O'Brien, K. E., &; Lentz, E. (2008). The state of mentoring research: A qualitative review of current research methods and future research implications. Journal of Vocational Behavior, 73(3), 343-357.
Andaleeb, S. S., &; Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. The Journal of Services Marketing, 20(1), 3-11.
Anderson, E. W., Fornell, C., &; Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Finding from Sweden. Journal of Marketing, 58(3), 53-66.
Anderson, J. C., &; Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411-423.
Arnett, D. B., Laverie, D. A., &; McLane, C. (2002). Using job satisfaction and pride as internal marketing tools. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87-96.
Aryee, S., Budhwar, P., &; Chen, Z. X. (2002). Trust as a mediator of the relationship between organizational justice and work outcomes: Test of a social exchange model. Journal of Organizational Behavior, 23(3), 267-285.
Bakker, A. B., &; Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13 (3), 209-223.
Bak, C. A., Vogt, L. H., George, W. R., &; Greentree, I. R. (1994). Management by team: An innovative tool for running a service organization through internal marketing. Journal of Service Marketing, 8(1), 37-47.
Bakker, A. B., &; Schaufeli, W. B. (2008). Positive organizational behavior: Engaged employees in flourishing organizations. Journal of Organizational Behavior, 29, 147-154.
Bakker, A. B., &; Xanthopoulou, D. (2009). The crossover of daily work engagement: Test of an actor-partner interdependence model. Journal of Applied Psychology, 94, 1562-1571.
Bansal, H. S., Mendelson, M. B., &; Sharma, B. (2001). The impact of internal marketing activities on external marketing outcomes. Journal of Quality Management, 6(1), 61-76.
Barnes, B. R., Fox, M. T., &; Mossis, D. S. (2004). Exploring the linkage between internal marketing, relationship marketing and service quality: A case study of a consulting organization. Total Quality Management &; Business Excellence, 15(5/6), 593-601.
Baron, R. M., &; Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
Bechtoldt, M. N., Rohrmann, S., De Pater, I. E., &; Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional Labor. Journal of Applied Psychology, 96, 1087-1094.
Bennis, W., &; Nanus, B. (1985). Leaders: The strategies for taking charge. New York: Harper &; Row.
Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3(1), 33-40.
Berry, L, L., &; Parasuraman, A. (1991). Marketing service competing through quality. New York: Free.
Blau, P, M. (1964). Exchange and power in social life. New York: Wiley.
Bolton, R. N., Grewal, D., &; Levy, M. (2007). Six strategies for competing through service: An agenda for future research. Journal of Retailing, 83 (1), 1-4.
Brandes, P., Dharwadkar, R., &; Wheatley, K. (2004). Social exchanges within organizations and work outcomes: The importance of local and global relationships. Group &; Organization Management, 29(3), 276-301.
Cardona, P., Lawrence, B. S., &; Bentler, P. M. (2004). The influence of social and work exchange relationships on organizational citizenship behavior. Group and Organization Management, 29(2), 219-247.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244-249.
Carnevale, D. G. (1988). Organization trust: A test of a model of its determinants. Unpublished dissertation. Florida State University.
Chan, D. (1998). Functional relations among constructs in the same content domain at different levels of analysis: A typology of composition models. Journal of Applied Psychology, 83, 234-246.
Chathoth, P. K., Mak, B., Jauhar, V., &; Manaktola, K. (2007). Employees' perceptions of organizational trust and service climate: A structural model combining their effects on employee satisfaction. Journal of Hospitality &; Tourism Research, 31(3), 338-357.
Chathoth, P. K., Mak, B., Sim, J., Jauhari, V., &; Manaktola, K. (2011). Assessing dimension of organizational across culture. International Journal of Hospitality Management, 30, 233-242.
Chen, Z. X., Aryee, S., &; Lee, C. (2005). Test of a mediation model of perceived organizational support. Journal of Vocational Behavior, 66(3), 457-470.
Chen, Z., Eisenberger, R., Johnson, K. M., Sucharski, I. L., &; Aselage, J. (2009). Perceived organizational support and extra-role performance: Which leads to which? Journal of Social Psychology, 149, 119-124.
Chen, G., Gully, S. M., &; Eden, D. (2001). Validation of a new general self-efficacy scale. Organizational Research Methods, 4, 62-83.
Cheng, P. Y., Yang, J. T., Wan, C. S., &; Chu, M. C. (2013). Ethical contexts and employee job responses in the hotel industry: The roles of work values and perceived organizational support, International Journal of Hospitality Management, 34, 108-115.
Chiang, C. F., &; Hsieh, T. S. (2012). The impacts of perceived organizational support andpsychological empowerment on job performance: The mediating effects of organizational citizenship behavior. International Journal of Hospitality Management, 31, 180-190.
Chi, C. G., &; Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28, 245-253.
Churchill, G. A. Jr., &; Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
Conduit, J., &; Mavondo, F. T. (2001). How critical is internal customer orientation to market orientation? Journal of Business Research, 51(1), 11-24.
Costigan, R. D., Ilter, S. S., &; Berman, J. J. (1998). A multi-dimensional study of trust in organizations. Journal of Managerial Issue, 10(3), 303-317.
Covey, S. M. R., &; Merrill, R. R. (2008). The speed of trust: The one thing that changes everything. New York: Simon &; Schuster.
Creed, W. E. D, &; Miles, R. E. (1996). Trust in organization: A conceptual framework linking organizational forms, managerial philosophies, and the opportunity costs of control. In R. M. Kramer, &; T. Thomas (Eds.), Trust in organizations: Frontiers of theory and research (pp. 16-38). Thousand Oaks, CA: Sage.
Crick, A. P. (2003). Internal marketing of attitudes in Caribbean tourism. International Journal of Contemporary Hospitality Management, 15(3), 161-166.
Cropanzano, R., &; Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31, 874-900.
Cronin, J. J. Jr., &; Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Crosby, L. A., Evans K. R., &; Cowles D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Culbert, S. A., &; McDonough, J. J. (1985). Radical management: Power politics and the pursuit of trust. New York: Free.
Cummings, L. L., &; Bromiley, P. (1996). The organizational trust inventory. In R. Kramer, &; T. Tyler (Eds.), Trust in organizations (pp. 302-319). Thousand Oaks, CA: Sage.
Day, R. L. (1977). Alternative definitions and designs for measuring consumer satisfaction. In H. K. Keith, (Eds.), The conceptualization for consumer satisfaction and dissatisfaction (pp.77-79). Cambridge, MA: Marketing science institute.
Dirks, K. T., &; Ferrin, D. L. (2002). Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology, 87, 611-628.
Donavan, D. T., Brown, T. J., &; Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., &; Rhoades, L. (2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86, 42-51.
Eisenberger, R., Cummings, J., Armeli, S., &; Lynch, P. (1997). Perceived organizational support, discretionary treatment and job satisfaction. Journal of Applied Psychology, 82, 812-820.
Eisenberger, R., Huntington, R., Hutchison, S., &; Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507.
Eisenberger, R., Fasolo, P., &; Davis-LaMastro, V. (1990). Perceived organizational support and employee diligence, commitment, and innovation. Journal of Applied Psychology, 75, 51-59.
Ellonen, R., Blomqvist, K. &; Puumalainen, K. (2008). The role of trust in organizational innovativeness. European Journal of Innovation Management, 11(2), 160-181.
Farh, J. L., Hackett, R. D., &; Liang, J. (2007). Individual-level cultural values as moderators of perceived organizational support-employee outcome relationship in China: Comparing the effects of power distance and traditionality. Academy of Management Journal, 50, 715-729.
Flipo, J. P. (1986). Service firms: Interdependence of external and internal marketing strategies. Journal of European Marketing, 20(8), 5-14.
Foreman, S. K., &; Money, A. H. (1995). Internal marketing: Concepts, measurement and application. Journal of Marketing Management, 11, 755-768.
Fornell, C., (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
Fox, A. (1974). Beyond contract: Work, power, and trust relations. London: Faber and Faber.
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. (1977). The retailing of services-A challenging future. Journal of Retailing, 53(3), 85-98.
Gerloff, E. A., &; Hoyt, J. (1999). Organizational environment, changing economic conditions, and the effective supervision of technical personnel: A management challenge. Journal of High Technology Management Research, 102, 275-293.
Glassman, M., &; McAfee, B. (1992). Integrating the personnel and marketing functions. Business Horizons, 35(3), 52-59.
Gould-Williams, J. (2003). The importance of HR practices and workplace trust in achieving superior performance: A study of public-sector organizations. International Journal of Human Resource Management, 14(1), 28-54.
Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25, 161-178.
Greene, W. E., Walls, G. D., &; Schrest, L. J. (1994). Internal marketing: The key to external marketing success. Journal of Service Marketing, 8(4), 5-13.
Grönroos, C. (1981). Internal marketing: An integral part of marketing theory. In J. H. Donnelly, &; W. R. George (Eds.), Marketing of services (pp. 236-238). Chicago: American Marketing Association.
Grönroos, C. (1985). Internal marketing - Theory and practice. In T. Bloch, G. Upah, &; V. Zeithaml (Eds.), Service marketing in a changing environment (pp. 42-47). Chicago: American Marketing Association.
Guchait, P., Kim, M. G., &; Namasivayam, K. (2012). Error management at different organizational levels-
frontline, manager, and company. International Journal of Hospitality Management, 31, 12-22.
Gursoy, D., &; Swanger, N. (2007). Performance-enhancing internal strategic factors: Impacts on financial success. International Journal of Hospitality Management, 26, 213-227.
Halbesleben, J. R. B., Harvey, J., &; Bolino, M. C. (2009). Too engaged? A conservation of resources view of the relationship between work engagement and work interference with family. Journal of Applied Psychology, 94, 1452-1465.
Han, H., Kim, W., &; Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30, 619-629.
Hartline, M. D., &; Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(October), 52-70.
Harter, J. K., Schmidt, F. L., &; Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87, 268-279.
Harter, J. K., Schmidt, F. L., &; Keyes, C. L. M. (2003). Well-being in the workplace and its relationship to business outcomes: A review of the Gallup studies. In C. L. M. Keyes, &; J. Haidt (Eds.), Flourishing: Positive psychology and the life well-lived (pp. 205-224). Washington, DC: American Psychological Association.
Haslam, S. A. (2004). Psychology in organizations: The social identity approach (2nd ed.). London: Sage.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. Jr., &; Schlesinger, L. A. (2008). Putting the service-profit chain to work. Harvard Business Review, 86(7/8), 118-129.
Hofmann, D. A. (1997). An over view of the logic and rationale of hierarchical linear models. Journal of Management, 23, 723-744.
Homeburg, C. &; Stock, R. M. (2005). Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction. Psychology &; Marketing, 22(5), 392-420.
Hosmer, L. T. (1995). Trust: The connecting link between organizational theory and philosophical ethics. Academy of Management Review, 20, 379-403.
Hwang, I. S., &; Chi, D. J. (2005). Relationships among internal marketing, employee job satisfaction and international hotel performance: An empirical study. International Journal of Management, 22(2), 285-293.
Ittner, C. D., &; Larcker, D. F. (1998). Are non-financial measures leading indicators of financial performance? An analysis of customer satisfaction. Journal of Accounting Research, 36, 1-35.
James, L. R., Demaree, R. G., &; Wolf, G. (1984). Estimating within-group interrater reliability with and without response bias. Journal of Applied Psychology, 69, 85-98.
Jan, E., &; Irina S. (2008). Human aspect in service quality: EPSI benchmark studies. Total Quality Management, 19, 827-841.
Jeung, C. W. (2011). The concept of employee engagement: A comprehensive review from a positive organizational behavior perceptive. Performance Improvement Quarterly, 24(2), 49-69.
Joseph, W. B. (1996). Internal marketing builds service quality. Journal of HealthCare Marketing, 16(1), 54-59.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33, 692-724.
Kale, H. (2010). Internal marketing: an antidote for Macau’s labor shortage. Gaming Research and Review Journal, 11(1), 1-11
Kale, S., H, &; De, S. (2013). A diagnosis of inherent problems in enhancing service quality through internal marketing and organizational identification in Macau and Singapore casinos. UNLV Gaming Research &; Review Journal, 17(1), 31-42.
Kandampully, J., &; Suhartanto, D. (2003). The role of customer satisfaction and image in gaining customer loyalty in the hotel industry. Journal of Hospitality &; Leisure Marketing, 10(1/2), 3-25.
Karatepe, O. M., Babakus, E., &; Yavas, U. (2012). Affectivity and organizational politics as antecedents of burnout among frontline hotel employees. International Journal of Hospitality Management, 31(1), 66-75.
Karatepe, O. M., &; Sokmen, A. (2006). The effects of work role and family role variables on psychological and behavioral outcomes of frontline employees. Tourism Management, 27, 255-268.
King, C. A. (1995). What is hospitality? International Journal of Hospitality Management, 14(3/4), 219-234.
Kotler, P. (2003). Marketing management. New Jersey: Prentice-Hall.
Kotler, P., Bowen, J., &; Makens, J. (1998). Marketing for hospitality and tourism (2nd ed). New Jersey: Prentice-Hall.
Kurtz, D. L., &; Clow, K. E. (1998). Services Marketing. New York: John Wiley &; Sons.
Lapalme, M. È., Tremblay, M., &; Simard, G. (2009). The relationship between career plateauing, employee commitment and psychological distress: The role of organizational and supervisor support. The International Journal of Human Resource Management, 20, (5), 1132-1145.
Laschinger, H. K. S., Finegan, J., &; Shamian, J. (2001). The impact of workplace empowerment, organizational trust on staff nurses’ work satisfaction and organizational commitment. Healthcare Management Review, 26(3), 7-23.
Lee, C. K., Song, H. J., Lee, H. M., Lee, S., &; Bernhardd, B. J. (2013). The impact of CSR on casino employees’ organizational trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 33, 406-415.
Levinson, H. (1965). Reciprocation: The relationship between man and organization. Administrative Science Quarterly, 9, 370-390.
Lewis, R. C. (1989). Hospitality marketing: The internal approach. The Connell Hospitality and Restaurant Administration, 30(3), 41-45.
Li, P. P., Bai, Y., &; Xi, Y. (2011). The contextual antecedents of organizational trust: A multidimensional cross-level analysis. Management and Organization Review, 8, 371-396.
Liden, R. C., &; Maslyn, J. M. (1998). Multidimensionality of leader-member exchange: An empirical assessment through scale development. Journal of Management, 24, 43-72.
Lin, S., Ryan, B., Qu, H. &; Martin, L. (2010). A Study of the relationship between hotel informative service setting items and customer satisfaction. Journal of Quality Assurance in Hospitality &; Tourism, 11, 111-131.
Lin, W. B. (2007). The exploration of customer satisfaction model from comprehensive perspective. Expert Systems with Applications, 33(1), 110-121.
Lings, I. N. (2004). Internal market orientation: Construct and consequences. Journal of Business Research, 57, 405- 413.
Lings, I. N., &; Greenley, G. E. (2005). Measuring internal market orientation. Journal of Service Research, 7(3), 290-305.
Liu, Y., &; Jang, S. (2009). Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28,338-348.
Liu, J., Siu, O., &; Shi, K. (2010). Transformational leadership and employee well-being: The mediating role of trust in the leader and self-efficacy. Applied Psychology, 59(3), 454-479.
Macy, W. H., &; Schneider, B. (2008). The meaning of employee engagement. Industrial and Organizational Psychology, 1, 3-30.
Maertz, C. P. Jr., Griffeth., R. W., Campbell., N. S., &; Allen., D. G. (2007). The effects of perceived organizational support and perceived supervisor support on employee turnover. Journal of Organizational Behavior, 28, 1059-1075.
Maslach, C., Schaufeli, W. B., &; Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52, 397-442.
Masson, R. C., Royal, M. A., Agnew, T. G., &; Fine, S. (2008). Leveraging employee engagement: The practical implications. Industrial and Organizational Psychology, 1, 56-59.
Masterson, S. S. (2001). A trickle-down model of organizational justice: Relating employees’ and customers’ perceptions of and reactions to fairness. Journal of Applied Psychology, 86, 594-604.
Mathieu, J. E., &; Taylor, S. R. (2007). A framework for testing meso-mediational relationships in organizational behavior. Journal of Organization Behavior, 28, 141-172.
May, D. R., Gilson, R. L., &; Harter, L. M. (2004). The psychological conditions of meaningfulness, safety and availability and the engagement of the human spirit at work. Journal of Occupational and Organizational Psychology, 77, 11-37.
Mayer, R. C., Davis, J. H., &; Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20, 709-734.
McCauley, D. P., &; Kuhnert, K. W. (1992). A theoretical review and empirical investigation of employee trust in management. Public Administration Quarterly, 16, 265-284.
McKnight, D. H., Cummings, L. I. &; Chervany, N. I. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23(3), 473-90.
Mishra, A. K. (1996). Organizational responses to crisis: The centrality of trust. In R. M. Kramer, &; T. Thomas (Eds.), Trust in organizations: Frontiers of theory and research (pp. 261-287). Newbury Park, CA: Sage.
Morgan, R. M., &; Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Narang, &; Kang, (2011). Human resource practice and organizational trust: An empirical study. Paradigm, 15(1/2), 66-71.
Nikbin, D., Saad, N. N., &; Ismail, I. (2010). The relationship between internal marketing and implementation of strategic orientations in Malaysian service industry. International Journal of Business and Management Science, 3(1), 17-37.
Nyhan, R. C., &; Marlowe, H. A. (1997). The psychometric properties of the organizational trust inventory. Evaluation Review, 21, 614-635.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retailing setting. Journal of Retailing, 57(3), 25-48.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33-44.
Organ, D. W., &; Konovsky, M. (1989). Cognitive versus affective determinants of organizational citizenship behavior. Journal of Applied Psychology, 74, 157-164.
Ostrem, L., &; Wheeler, D. (2006, October). Engagement and trust as outcomes of servant leadership. Paper presented at the Gallup Leadership Summit, Washington, DC.
Ostrom, A. &; Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(1), 17-28.
Quester, P. G., &; Kelly, A. (1999). Internal marketing practices in Australian financial sector: An exploratory study. Journal of Applied Management Studies, 8(2), 217-229.
Paine, K. D. (2003). Guidelines for measuring trust in organizations. http://www.instituteforpr.org/iprwp/
wp-content/uploads/2003_MeasuringTrust.pdf.
Pavesic, D. V., &; Brymer, R. A. (1990). Job satisfaction: What’s happening to the young manager? Cornell Hotel and Restaurant Administration Quarterly, 30 (4), 90-96.
Pearce, J. L., Branyiczki, I., &; Bakacsi, G. (1994). Person-based reward systems: A theory of organizational reward practices in reform-communist organization. Journal of Organizational Behavior, 15(3), 261-282.
Piercy, N., &; Neil, M. (1991). Internal marketing-The missing half of the marketing programme. Long Range Planning, 24(2), 82-93.
Podsakoff, P. M., &; Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531-544.
Preacher, K. J., &; Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, 36(4), 717-731.
Prud’homme, B., &; Raymond, L. (2013). Sustainable development practices in the hospitality industry: An empirical study of their impact on customer satisfaction and intentions. International Journal of Hospitality Management, 34, 116-126.
Rafiq, M., &; Ahmed, P. K. (1993). The scope of internal marketing: Defining the boundary between marketing and human resource management. Journal of Marketing Management, 9, 219-232.
Rafiq, M., &; Ahmed, P. K. (2000). Advances in the internal marketing concept: Definition, synthesis and extension. The Journal of Services Marketing, 14(6), 449-462.
Rhoades, L., &; Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87, 698-714.
Rich, B. L., Lepine, J. A. &; Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance. Academy of Management Journal, 53, 617-635.
Rucci, A. J., Kirn, S. P., &; Quinn, R. T. (1998). The employee-customer-profit chain at Sears. Harvard Business Review, 76(1), 83-97.
Saekoo, A. (2011). Examining the effect of trust, procedural justice, perceived organizational support, commitment, and job satisfaction in royal Thai police: The empirical investigation in social exchange perspective. Journal of Academy of Business and Economics, 11(3), 229-237.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21, 600-619.
Sashkin, M. (1990). The managerial mirror: Trainer guide. Seabrook, MD: Duchochon.
Sasser, W. E., &; Arbeit, S. P. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61-65.
Schaufeli, W. B., Bakker, A. B., &; Salanova, M. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Educational and Psychological Measurement, 66, 701-716.
Schaufeli, W. B., Salanova, M., González-Romá, V., &; Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3, 71-92.
Schlesinger, L. A., &; Zornitsky, J. (1991). Job satisfaction, service capability, and customer satisfaction: An examination of linkages and management implications. Human Resource Planning, 14(2), 141-149.
Schneider, B., Gunnarson, S. K., &; Niles-Jolly, K. (1994). Creating the climate and culture of success. Organizational Dynamics, 23(1), 17-29.
Schwarzer, R., &; Jerusalem, M. (1995). Generalized self-efficacy scale. In J. Weinman, S. Wright, &; M. Johnston (Eds.), Measures in health psychology: A user’s portfolio. Causal and control beliefs (pp. 35-37). Windsor, UK: NFER-NELSON.
Scott, D. (1980). The causal relationship between trust and the assessed value of management by objectives. Journal of Management, 6, 157-175.
Semerciöz, F., Hassan, M., &; Aldemir, Z. (2011). An empirical study on the role of interpersonal and institutional trust in organizational innovativeness. International Business Research, 4(2), 125-136.
Settoon, R. P., Bennett, N., &; Liden, R. C (1996). Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity. Journal of Applied Psychology, 81, 219-227.
Shanock, L. R., &; Eisenberger, R. (2006). When supervisors feel supported: Relationships with subordinates’ perceived supervisor support, perceived organizational support, and performance. Journal of Applied Psychology, 91, 689-695.
Shekary, G. A., Moghadam, S. K., Adaryany, N. R., &; Moghadam, I. H. (2012). The impact of internal marketing on organizational commitment in banking industry through structural equation modeling. Interdisciplinary Journal of Contemporary Research Business, 3(9), 18-28.
Shiu, Y. M., &; Yu, T.W. (2010). Internal marketing, organisational culture, job satisfaction, and organisational performance in non-life insurance. The Service Industries Journal, 30(6), 793-809.
Shockley-Zalabak, P., Ellis, K., &; Winograd, G. (2000). Organizational trust: What it means, why it matters. Organizational Development Journal, 18(4), 35-49.
Shore, L. M., &; Tetrick, L. E. (1991). A construct validity study of the survey of perceived organizational support. Journal of Applied Psychology, 76(5), 637-643.
Shoss, M. K., Eisenberger, R., Restubog, S. L. D., &; Zagenczyk, T. J. (2013). Blaming the organization for abusive supervision: The roles of perceived organizational support and supervisor’s organizational embodiment. Journal of Applied Psychology, 98, 158-168.
Singh, J. (1991). Understanding the structure of consumers' Ssatisfaction Eevaluations of service delivery. Journal of the Academy of Marketing Science, 19, 223-245.
Slatten, T., &; Mehmetoglu, M. (2011). Antecedents and effects of engaged frontline employees: A study from the hospitality industry. Managing Service Quality, 21(1), 88-107.
Smith, G. (2005). How to achieve organizational trust within an accounting department. Managerial Auditing Journal, 20, 520-523.
Sonnentag, S. (2003). Recovery, work engagement, and proactive behavior: A new look at the interface between nonwork and work. Journal of Applied Psychology, 88, 518-528.
Stinglhamber, F., De Cremer, D., &; Mercken, L. (2006). Perceived support as a mediator of the relationship between justice and trust: A Multiple foci. Group &; Organization Management, 31 (4), 442-468.
Sui, J. J., &; Baloglu, S. (2003). The role of emotional commitment in relationship marketing: An empirical investigation of loyalty models for casinos. Journal of Hospitality and Tourism Research, 27(4), 470-489.
Szymanski, D. M. &; Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
Tag-Eldeen, A., &; El-Said, O. A. (2011). Implementation of internal marketing on a sample of Egyptian five-star hotels. Anatolia: An International Journal of Tourism and Hospitality Research, 22(2), 153-167.
Tan, H. H., &; Tan, C. S. (2000). Toward the differentiation of trust in supervisor and trust in organization. Genetic, Social, and Psychology Monographs, 126, 241-260.
Tansuhaj, P., Randall, D., &; McCullough, J. (1988). A service marketing management model: Integrating internal and external marketing functions. The Journal of Service Marketing, 2(1), 31-38.
Tansuhaj, P., Randall, D., &; McCullough, J. (1991). Applying the internal marketing concept within large organizations: As applied to credit union. Journal of Professional Services Marketing, 6(2), 193-202.
Tansuhaj, P. S., Wong, J., &; McCullough, J. (1987). Internal and external marketing: Effects on customer satisfaction in banks in Thailand. International Journal of Bank Marketing, 5(3), 73-83.
Thompson, T. W., Berry, L. L., &; Davidson, P. H. (1978). Banking tomorrow: Managing markets through planning. New York: Van Nostrand Reinhold Company.
Tsai, Y., &; Tang, T. W. (2008). How to improve service quality: Internal marketing as a determining factor. Total Quality Management, 19(11), 1117-1126.
Turkoz, I., &; Akyol, A. (2008). Internal marketing and hotel performance. Anatolia: An International Journal of Tourism and Hospitality Research, 19(1), 149-154.
Ulrich, D., Losey, M. R., &; Lake, G. (1997). Tomorrow’s HR management: 48 thought leaders call for change. New York: John Wiley &; Sons.
Varey, R. J. (1995). Internal marketing: A review and some interdisciplinary research challenges. International Journal of Service Industry Management, 6(1), 40-63.
Velez, P., &; Strom, T. (2012). Effects of organizational trust. Organization Development Journal, 30(2), 39-50.
Wang, F. C., Shang, J. K., &; Hung, W. T. (2006). Productivity and service quality changes in international hotels in Taiwan. Annals of Tourism Research, 33(2), 571-574.
Wanous, J. (1978). Realistic job previews: Can a procedure to reduce turnover also influence the relationship abilities and performance? Personnel Psychology, 31(2), 249-258.
Wayne, S. J., Shore, L. M., &; Liden, R. C. (1997). Perceived organizational support and leader-member exchange: A social exchange perspective. Academy of Management Journal, 40, 82-111.
Whitener, E., M. (2001). Do "high commitment" human resource practices affect employee commitment? A cross-level analysis using hierarchical linear modeling. Journal of Management, 27(1), 515-535.
Wieseke, J., Ahearne, M., Lam, A. K., &; Van Dick, R. (2009). The role of leader in internal marketing. Journal of Marketing, 73(3), 123-145.
Winter, J. P. (1985). Getting your house in order with internal marketing: A marketing prerequisite. Health Marketing Quarterly, 3(1), 69-77.
Witt, L. A. (1991). Exchange ideology as a moderator of job-attitudes-organizational behaviors relationships. Journal of Applied Social Psychology, 21, 1490-1501.
Xanthopoulou, D., Bakker, A. B., Demerouti, E., &; Schaufeli, W. B. (2007). The role of personal resource in the job demands-resources model. International Journal of Stress Management, 14, 121-141.
Xanthopoulou, D., Heuven, E., Demerouti, E., Bakker, A. B., &; Schaufeli, W. B. (2008). Working in the sky: Dairy study on work engagement among flight attendants. Journal of Occupational Health Psychology, 13(4), 345-356.
Yang, W. H. (2010). Relationships among internal marketing perceptions, organizational support, job satisfaction and role behavior in healthcare organizations. International Journal of Management, 27(2), 235-242.
Yilmaz, A., &; Atalay, C. G. (2009). A theoretical analyze on the concept of trust in organizational life. European Journal of Social Sciences, 8(2), 341-352.
Zucker, L. G. (1986). Production of trust: Institutional sources of economic structure, 1840-1920. Research in Organizational Behavior, 8, 53-111.
Zhao, X., &; Mattila, A. S. (2013). Examining the spillover effect of frontline employees’ work–family conflict on their affective work attitudes and customer satisfaction. International Journal of Hospitality Management, 33, 310-315.