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A.、Kumar, M.(2000)。INTSERQUAL--An internal adaptation of the GAP model in a large service organization。Journal of Services Marketing，14(5)，358-377。 | | 18. | Pitt, Marelise、Bruwer, Johan、Nel, Deon、Berthon, Paul(1999)。A framework for research in internal marketing and the study of service quality: Some propositions。Management Research News，22(7)，1-11。 | | 19. | Rafiq, M.、Ahmed, P. K.(1998)。A customer-oriented framework for empowering service employees。The Journal of Services Marketing，12(5)，379-396。 | | 20. | Sasser, W. 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Benoy(1996)。Internal Marketing Builds Service Quality。Journal of health care marketing，16(1)，54-59。 | | 33. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。 | | 34. | Rafig, Mohammed、Ahmed, P. K.(1993)。The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management。Journal of Marketing Management，9(3)，219-232。 | | 35. | Berry, L. L.、Hensel, J. S.、Burke, M. C.(1976)。Improving Retailer Capability for Effective Consumerism Response。Journal of Retailing，52(3)，3-14。 | 學位論文| 1. | 苗如茵(2001)。成人高等教育行銷策略之研究：以碩士在職進修班為例(碩士論文)。國立中正大學。 延伸查詢 | | 2. | 彭曉瑩(2000)。師範校院教育行銷現況、困境及發展策略之研究(碩士論文)。臺南師範學院。 延伸查詢 | 圖書| 1. | Gummesson, E.(1999)。Total Relationship Marketing: Rethinking Marketing Management from 4Ps to 30Rs。Oxford：Butterworth Heinemann。 | | 2. | Christopher, M.、Payne, A.、Ballantyne, D.(1991)。Relationship Marketing Bringing Quality, Customer Service and Marketing Together。Oxford：London：Butterworth-Heinemann。 | | 3. | Buttle, F. B.(1996)。Relationship Marketing Theory and Practice。London：Paul Chapman。 | | 4. | Corrall, S.、Brewerton, A.(1999)。The new professional's handbook: Your guide to information services management。London：Library Association Publishing。 | | 5. | Palmer, A. J.(1998)。Principles of Services Marketing。London：McGraw-Hill。 | | 6. | Thompson, T. W.、Berry, L. L.、Davidson, P, H.(1978)。Banking tomorrow: Managing markets through planning。New York：Van Nostrand Reinhold Company。 | | 7. | Egan, John、方世榮(2002)。關係行銷。臺北：五南圖書出版公司。 延伸查詢 | | 8. | Greenleaf, R. K.、胡愈寧、周慧貞(2004)。僕人領導學：僕人領導的理論與實踐。臺北：啟示。 延伸查詢 | | 9. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。 | | 10. | 蕭富峰(1998)。內部行銷。臺北：天下文化。 延伸查詢 | | 11. | 宋玲蘭、林溥鈞、Jones, G. R.、George, J. M.、Hill, C. W. L.(2001)。當代管理學。麥格羅．希爾。 延伸查詢 | | 12. | Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey：Prentice Hall。 | 其他| 1. | Morgan, N. A.(2001)。Strategy and internal marketing，http://www.itbp.com/strategy/ebm/strategy-and-internal-marketing.htm.， 2005/09/20。 | 圖書論文| 1. | George, W. R.、Gronroos, C.(1989)。Developing customer-concious employees at every level--Internal marketing。Handbook of Services Marketing。New York：AMACOM。 | | 2. | 黃義良(2002)。學校運用行動研究發展行銷歷程及策略之探討--以台南縣一個偏遠小學為例。教育行動研究與教學創新。臺北：揚智。 延伸查詢 | | 3. | Grönroos, C.(1985)。Internal marketing: Theory and practice。Services marketing in a changing environment。Chicago：American Marketing Association。 | | 4. | Gronroos, C.(1981)。Internal marketing: An integral part of marketing theory。Marketing of Services。Chicago：American Marketing Association。 | | 5. | Booms, Bernard H.、Bitner, Mary Jo(1981)。Marketing Strategies and Organization Structures for Service Firms。Marketing of Services。Chicago：American Marketing Association。 | |