1[1]Berry L.L.,Hensel J.S.and Burke,M.C.(1976);" Improving retailer capability for effective consumerism response";Journal of Retailing,Vol.52 No.3,Fall.
2[2]Berry L.L.(1981);" The employee as customer";Journal of Retail Banking;Vol.3,No.1.
3[3]Ahmed P.K.and Rafiq M.(2002);Internal Marketing:tools and concepts for customer- focused management;Butterworth- Heinemann publication,London.
4[4]George W.R.(1977);" The retailing of services - a challenging future";Journal of Retailing,Fall.
5[5]Sasser W.E.and Arbeit S.F.(1976);" Selling jobs in the service sector";Business Horizons,June.
6[6]Berry L.L.and Parasuraman A.(1991);Marketing Services:Competing through Quality;The Free Press,New York,NY.
7[7]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.
8[8]Hales;" Internal marketing' as an approach to human resource management: a new perspective or a metaphor too far?";Human Resource Management Journal,1994,Vol.5 No.1,p50- 71.
9[9]Quester,Pascale G.;Kelly,Amanda;" Internal Marketing Practices in the Australian Financial Sector:an exploratory study ";Journal of Applied Management Studies;1999,Dec.Vol.8,Issue 2,p217- 230.
10[10]Gronroos C.(1985);" Internal marketing - theory and practice";American Marketing Association's Services Conference Proceedings.
