References
- 강기두. 내부서비스품질과 관련변수들과의 관계에 관한 연구. 품질경영학회지. 2005;33(3): 1-18.
- 김세웅. 대학스포츠 팀과 대학 동일시가 재학생의 모교에 대한 구전 및 후원의도에 미치는 영향. 한국스포츠산업.경영학회지. 2006;11(1):41-51.
- 김원형. 직업통일시모형: 서비스 질, 조직 동일시, 조직 몰입과의 관계. 한국심리학회지. 1998;11(1):77-95.
- 김정묵, 정동군, 스포츠 조직구성원의 직업의식과 조직동일시 및 조직역량의 관계. 한국체육학회지. 2006;45(2):101-12.
- 이승원, 정택철. 직무만족과 개인 및 조직에 대한 조직시민행동간의 관계에 대한 연구. 서비스경영학회지. 2009;10(1):331-55.
- 정현식, 박형식, 박태섭 등. 물리치료서비스에 대한환자의 만족도 조사. 한국전문물리치료학회지.2002; 9(1):97-110.
- 황인창, 장원재. 의료서비스품질이 관계품질과 서비스충성도에 미치는 영향: 전환장벽의 조절효과를 중심으로. 산업경제연구. 2007;20(5):1875-902.
- Ashforth BE. Mael F. Social identity theory and the organization. Academy of Management Review . 1989;14(1):20-39.
- Babakus E,. Mongold WG. Adapting the SERVQUAL scale hospital services; An empirical investigation. Health Services Research. 1992;26(2):767-86.
- Beattie PF, Pinto MB, Nelson MK et al. Patient satisfaction with outpatient physical therapy: instrument validation. Physical Therapy. 2002;82 (6):557-65.
- Berry LL, Parasuraman A, Zeithaml VA. Improving service quality in America: lessons earned. Academy of Management Executive. 1994;8(2):32-45.
- Bettencourt LA, Brown ST. Contact employees: relationship among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing.1997;73(1):39-61. https://doi.org/10.1016/S0022-4359(97)90014-2
- Brooks RF, Lings IN, Botschen MA. Internal marketing & customer driven wavefronts. The Service Industries Journal. 1999;19(4):49-67. https://doi.org/10.1080/02642069900000044
- Brown TJ, Churchill Jr. GA, Peter JP. Research note: improving the measurement of service quality. Journal of Retailing. 1993;69:127-39. https://doi.org/10.1016/S0022-4359(05)80006-5
- Bruhn M. Internal service barometers; conceptualization and empirical results of a pilot study in Switzerland. European Journal of Marketing. 2003;37(9): 1187-204. https://doi.org/10.1108/03090560310486942
- Cronin JJ, Taylor SA. Measuring service quality: a reexamination and extension. Journal of Marketing. 1992;56(3):55-68. https://doi.org/10.2307/1252296
- Diamatteo MR, Hays R. The significance of patient's perception of physician conduct: A study of patient satisfaction in a family practice center. Journal of Community Health. 1980;6(1):18-34. https://doi.org/10.1007/BF01324054
- Dubinsky AJ, Hartley SW. A path-analysis study of a model of salesperson performance. Journal of The Academy of Marketing Science. 1986;.14(1): 36-46. https://doi.org/10.1007/BF02722111
- Dutton J, Dukerich JM, Harquail CV. Organizational images and member identification. Administrative Science Quarterly. 1994;39(2):239-63. https://doi.org/10.2307/2393235
- Finn DW, Lamb CW. An evaluation of the SERVQUAL Scales in a retailing setting. Advances in Consumer Research. 1991;18(4):483-90.
- Fisher C. On the dubious wisdom of expecting job satisfaction to correlate with performance. Academy of Management Review. 1980;5(4):607-12.
- Frost F, Kumar M. INTSERVQUAL-an internal adaptation of the gap model in a large service organization. Journal of Service Marketing. 2000; 14(5):358-77. https://doi.org/10.1108/08876040010340991
- Gwinner K, Swanson SR. A model of fan identification: Antecedents and sponsorship outcomes. The Journal of Service Marketing. 2003;17(3):275-94. https://doi.org/10.1108/08876040310474828
- Hallowell R, Schlesinger LA, Zornitsky J. Internal service quality, customer and job satisfaction: Linkages and implications for management. Human Resource Planning. 1996;19(2):20-31.
- Harter JK, Schmidt FL, Hayes TL. Business unitlevel relationships between employee satisfaction, employee engagement, and business outcomes: a meta-analysis. Journal of Applied Psychology. 2002;87(2):268-79.
- Kang GD, James J, Alexandris K. Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality. 2002; 12(5):278-91. https://doi.org/10.1108/09604520210442065
- Lings IN. Managing service quality with internal marketing schematics. Managing Service Quality. 1999;32(4):452-63.
- Loi R, Ngo Hang-yue. The effect of professional identification on job attitudes: a study of lawyers in Hong Kong. Organizational Analysis. 2004;12 (2): 109-28. https://doi.org/10.1108/eb028988
- Mael F, Ashforth BE. Alumni and their alma mater: a partial test of the reformulated model of organizational identification. Journal of Organizational Behavior. 1992;13(2): 103-23. https://doi.org/10.1002/job.4030130202
- Netemeyer RG, Boles JS., Mckee DO et al. An investigation into the Antecedents of organizational citizenship behaviors in a personal selling context. Journal of Marketing. 1997;61(3):85-98. https://doi.org/10.2307/1251791
- Oliver RL, Anderson E. An empirical test of the consequences of behavior-& outcome-based sales control systems. Journal of Marketing. 1994;58 (4):53-67. https://doi.org/10.2307/1251916
- Organ DW. Organizational citizenship behavior: The good soldier syndrome. Lexington. MA: Lexington Books. 1988.
- Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multiple Item scale for measuring consumer perceptions of service quality. Journal of Retailing. 1988;64(1): 12-40.
- Reynoso J, Moores B. Towards the measurement of internal service quality. International Journal of Service Industry Management. 1995;6(3):64-83. https://doi.org/10.1108/09564239510091349
- Russo TC. Organizational & professional identification-a case of newspaper journalists. Management Communication Quarterly. 1998; 12(1 ):72-111. https://doi.org/10.1177/0893318998121003
- Stauss B. Internal services: classification and quality management. International Journal of Service Industry Management. 1995;6(2):62-78. https://doi.org/10.1108/09564239510146915
- Teas R.K. Consumer expectations and the measurement of perceived service quality. Journal of Professional Services Marketing. 1993a;8(2):33-54. https://doi.org/10.1300/J090v08n02_05
- Teas R.K. Expectations, performance evaluation, and consumers' perceptions of quality. Journal of Marketing. 1993b;57(4):18-34. https://doi.org/10.2307/1252216
- Varey RJ. Internal marketing: a review and some interdisciplinary research challenges. International Journal of Service Industry Management 1995;6 (1):40-63. https://doi.org/10.1108/09564239510078849
- Wildes VJ. Attracting and retaining food servers: How internal service quality moderates occupational stigma. International Journal of Hospitality Management. 2007;26(1):4-19. https://doi.org/10.1016/j.ijhm.2005.08.003
- Zeithaml VA, Parasuraman A, Malhotra A. Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science. 2002;30(4):362-75. https://doi.org/10.1177/009207002236911