References

• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
• 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service1,545 cited
• 2003Internal marketing issues and challenges488 cited
• 2005Internal-market orientation and its measurement356 cited
• 2008The service imperative186 cited
• 2006Links between service climate, employee commitment and employees' service quality capability152 cited
• 1999An internal marketing approach to public sector management123 cited
• 2009Service Management and Marketing: Customer Management in Service Competition (3rd ed.)97 cited
• 2011Exploring a new perspective on service efficiency: service culture in retail organizations47 cited
• 2005External Recruitment as an Incentive Device44 cited
• 2017The Employee Experience2 cited

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