Máster Universitario en Dirección, Estrategia y Marketing
Facultad de Economía y Empresa, Zaragoza

Curso:  Carácter: Optativa Bibliografía validada el: 30/09/2024

	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.
	BB	Davis, John A. Measuring marketing : 110+ key metrics every marketer needs / John A. Davis. 2nd ed. Singapore : John Wiley & Sons, 2013
	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. (2000). 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
	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
	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

	[BB] Ballantyne, D. (2003). A relationship-mediated theory of internal marketing. “European Journal of Marketing” 37(9), 1242-1260
	[BB] Bansal, H. S., Mendelson, M. B. & Sharma, B. (2001). The impact of internal marketing activities on external marketing outcomes. “Journal of Quality Management”, 6(1), 61-76
	[BB] Bauer, H., Hammerschmidt, M. y Falk, T. (2005). Measuring the quality of e-banking portals. International. “Journal of Bank Marketing”. 23(2), p.153-175.
	[BB] Bauer, H., Hammerschmidt, M., Falk, T. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. “Journal of Business Research”, 59(7), 866-875.
	[BB] Bouranta, N., Chitiris, L. & Paravantis, J. (2009). The relationship between internal and external service quality. “International Journal of Contemporary Hospitality Management”, 21(3), 275-293
	[BB] Diz Comesaña, M. E., Rodríguez López, N. & García Vázquez, J. M. (2007). La mejora de la productividad en las empresas de servicios. “Dirección y organización: revista de ingeniería de organización”, 34, 79-90
	[BB] Dubelaar, C., Bhargava, M., & Ferrarin, D. (2002). Measuring retail productivity. What really matters? “Journal of Business Research”, 55(5), 417-426
	[BB] Engelen, A., Gupta, V., Strenger, L. & Brettel, M. (2015). Entreprenurial orientation, firm performance, and the moderating role of transformational leadership behaviors. “Journal of Management”, 41(4), 1069-1097
	[BB] Ferreira Vasconcelos, A. (2008). Broadening even more the internal marketing concept. “European Journal of Marketing”, 42(11/12), 1246-1264
	[BB] Gounaris, S. (2008). Antecedents of internal marketing practice: some preliminary empirical evidence. “International Journal of Service Industry Management”, 19(3), 400-434
	[BB] Grönroos, C. & Ojasalo, K. (2004). Service productivity. Towards a conceptualization of the transformation of inputs into economic results in services. “Journal of Business Research”, 57(4), 414-423
	[BB] Huang, Y. T. & Rundle-Thiele, S. (2015). A holistic management tool for measuring internal marketing activities. “Journal of Services Marketing”, 29(6/7), 571-584
	[BB] Jou, J. Y. H., Chou, C. K. & Fu, F. L. (2008). Development of an instrument to measure internal marketing concept. “Journal of Applied Management and Entrepreneurship”, 13(3), 66-79
	[BB] Lamberti, L. & Noci, G. (2010). Marketing strategy and marketing performance measurement system: exploring the relationship. “European Management Journal”, 28(2), 139-152
	[BB] Loiacono, E., Watson, R. T. & Goodhue, D. L (2002). WEBQUAL: a Measure of Website Quality. “AMA Winter Conference”, Austin, TX
	[BB] Morgan, N. A., Clark, B. H. & Gooner, R. (2002). Marketing productivity, marketing audits, and systems for marketing performance assessment: integrating multiple perspectives. “Journal of Business Research”, 55(5), 363-375
	[BB] O´Sullivan, D. & Abela, A. V. (2007). Marketing performance measurement ability and firm performance. “Journal of Marketing”, 71(2), 79-93
	[BB] Panigryrakis, G. G. & Theodorinis, P. K. (2009). Internal marketing impact on business performance in a retail context. “International Journal of Retail & Distribution Management”, 37(7), 600-628
	[BB] Parasauraman, A. (2002): Service quality and productivity: a synergistic perspective. “Managing Service Quality”, 12(1), 6-9
	[BB] Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). SERVQUAL: a multiple-item scale for measuring service quality. “Journal of Retailing”, 64(1), 12-40
	[BB] Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. “Journal of Retailing”, 67(4), 420-450
	[BB] Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1993). More on improving service quality measurement. “Journal of Retailing”, 69(1), 141-147
	[BB] Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. “Journal of Marketing”, 58(1), 111-124
	[BB] Parasuraman, A., Zeithaml, V. A. & Malhotra, A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality. “Journal of Service Research”, 7(3), 213-233
	[BB] Rafiq, M. & Ahmed, R. K (2000). Advances in the marketing concept: definition, synthesis and extension. “Journal of Services Marketing”, 14(6), 449-449
	[BB] Rust, R. T., Ambler, T., Carpenter, G. S., Kumar, V. & Srivastava, R. K. (2004). Measuring marketing productivity: current knowledge and future directions “Journal of Marketing”, 68(4), 76-89
	[BB] Sheth, J. N. & Sisodia, R. S. (1995). Feeling the heat-Part 1. “Marketing Management”, 4(2), 8-23
	[BB] Sheth, J. N. & Sisodia, R. S. (1995). Feeling the heat-Part 2. “Marketing Management”, 4(3), 19-33
	[BB] Sheth, J. N. & Sisodia, R. S. (2002). Marketing productivity. Issues and analysis. “Journal of Business Research”, 55(5), 349-362
	[BB] Wolfinbarger, M. F. y Gilly, M. C. (2003), eTailQ: dimensionalizing, measuring and predicting e-tailing quality, “Journal of Retailing”, 79(3), 183-198
	[BB] World Bank (2015). Starting a business methodology. The Doing Business Project.

	Marzo Navarro, Mercedes
	Pedraja Iglesias, Marta
	Pérez López, Raúl