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INTSERVQUAL-An Internal Adaption of the Gap Modelin a Large Service Organization. Frost,&Kumar. Journal of Service Marketing . 2000
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Quality Counts in Service,Too. A.Parasuraman,,V.A.Zeuthaml,&L.L.Berry. Business Horizons . 1985
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The Marketing of Services:A Quality Perspec-tive. Crawford,J.C,&J.M.Getty. Journal of Professional Services Marketing . 1991
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Quality and Service for Internal Customer. McDermott L.C,&Emerson M. Training&Development Journal . 1991
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Putting the Service-Profit Chain to Work. Heskett,J.L,Jones,T.O,Loveman,G.W,Sasser,W.E,Schlesinger,L.A. Harvard Business . 1994
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Internal Service Quality,Customer and Job Satisfaction:Linkages and Implications for Management. Hallowell,R,Schlesinger,L.A,&Zornitsdy,J. Human Resource Planning . 1996