Catálogo | Tipo | Cita |
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| BB | Bansal, H. S. & Sharma, B. (2000). Investigating the relevance of human resource management in marketing of services: a rudimentary model of internal marketing (Working Paper). Faculty of Administration, University of New Brunswick. |
[Roble] | BB | Davis, John A. Measuring marketing : 110+ key metrics every marketer needs / John A. Davis. 2nd ed. Singapore : John Wiley & Sons, 2013 |
[Roble] | BB | Estadística aplicada a las ciencias sociales : ejercicios resueltos / autores, Marisa García de Cortázar... [et al.] . - 1a. ed. Madrid : UNED, 1996 |
| BB | Loiacono, E., Watson, R. T. & Goodhue, D. L (2007). WebQual: an instrument for consumer evaluation of web sites. "International Journal of Electronic Commerce" 11(3), 51-87 |
| BB | Ojasalo, K. (1999). Conceptualizing productivity in services. Hanken Swedish School of Economics Finland, CERS Center for Relationship Marketing and Service Management. Helsinki-Helsingfors. |
| BB | Parasuraman, A. & Valarie A. Z. (2002). Measuring and improving service quality: a literature review and research agenda. En Weitz, B. & Wensley, R. (Eds.) "Handbook of Marketing". London: Sage |
[Roble] | BB | Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1985). A conceptual model ofsService quality and its implications for future research. " Journal of Marketing", 49(Fall), 41-50 |
[Roble] | BB | Parasuraman, A., Zeithaml, V. A. & Berry L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. "Journal of Retailing", 70(3), 201-30 |
| BB | Rafiq, M. & Ahmed, R. K (1993). The scope of internal marketing: defining the boundary between marketing and human resource management. "Journal of Marketing Management", 9, 219-232 |