@incollection{,
	
					
					
					80CE87103BBDF57280A570B668A0F73F
				,
	author={{Dr.V.T.Vasagan} and {ICFAI UNIVERSITY NAGALAND}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1841721
}

@incollection{b0,
	
	
		,
	title={{A Multistage Model of Customers' Assessments of Service Quality and Value}}
		,
	author={{
			RuthNBolton
		} and {
			JamesHDrew
		}}
		
	
	
		,
	journal={{Jounal of Consumer Research}}
		
			17
			1
			
			,
	year={1991}
		
	

}

@incollection{b1,
	
	
		,
	title={{Measuring Service Quality: A Reexamination and Extension}}
		,
	author={{
			JCronin
		} and {
			JrJoseph
		} and {
			ASteven
		} and {
			Taylor
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			6
			
			,
	year={1992}
		
	

}

@incollection{b2,
	
	
		,
	title={{SERVPERF versus SERVQUAL: reconciling performance-based and perception-minus-expectations measurement of service quality}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			1
			
			,
	year={1994}
		
	

}

@incollection{b3,
	
	
		,
	title={{A relationship-mediated theory of internal marketing}}
		,
	author={{
			DavidBallantyne
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			37
			9
			
			,
	year={2003}
		
	

}

@incollection{b4,
	
	
		,
	title={{International Initiatives in Assessment of Quality and Accreditation in Higher Education International}}
		,
	author={{
			.MGandhi
		}}
	
	
		,
	journal={{Journal of Educational Planning & Administration}}
		
			3
			2
			
			,
	year={2013}
		
	

}

@book{b5,
	
	
		,
	title={{Product Quality" Real Mean}}
		,
	author={{
			DavidAGarvin
		}}
		
			,
	year={1984}
			
		
		
			Sloan Management Review, Harvard University
		
	
	,
	note={What Does}

}

@incollection{b6,
	
	
		,
	title={{The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan}}
		,
	author={{
			Gilaninia
		} and {
			Shahram
		} and {
			Shafiei
		} and {
			Bijan
		} and {
			RashidShadab
		}}
		
		
		
		
	
	
		,
	journal={{International Journal of Innovative Research in Science, Engineering and Technology}}
		
			2
			10
			
			,
	year={2013}
		
	

}

@incollection{b7,
	
	
		,
	title={{The Perceived Service Quality Concept-A Mistake?}}
		,
	author={{
			CGrönroos
		}}
	
	
		,
	journal={{Managing Service Quality}}
		
			11
			3
			
			,
	year={2001}
		
	

}

@incollection{b8,
	
	
		,
	title={{The management of customer -contact service employees: An empirical investigation}}
		,
	author={{
			MDHartline
		} and {
			OCFerrell
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			60
			4
			
			,
	year={1996}
		
	

}

@incollection{b9,
	
	
		,
	title={{The Impact of Direct and Indirect of internal marketing on service quality and mediating role of OCB CASE: Iran Insurance Company}}
		,
	author={{
			HassanGhorbani
		} and {
			MaedehMostafavi
		}}
		
	
	
		,
	journal={{International Journal of Academic Research in Business and Social Sciences}}
		
			3
			11
			
			,
	year={2013}
		
	

}

@incollection{b10,
	
	
		,
	title={{The Impact of Direct and Indirect of internal marketing on service quality and mediating role of OCB CASE: Iran Insurance Company}}
		,
	author={{
			HassanGhorbani
		} and {
			MaedehMostafavi
		}}
		
	
	
		,
	journal={{International Journal of Academic Research in Business and Social Sciences}}
		
			3
			11
			
			,
	year={2013}
		
	

}

@incollection{b11,
	
	
		,
	title={{A framework for research in internal marketing and the study of service quality: some propositions}}
		,
	author={{
			MarelisePitt
		} and {
			JohanBruwer
		} and {
			DeonNel
		}}
		
		
	
	
		,
	journal={{Management Research News}}
		
			22
			7
			
			,
	year={1999}
			,
	publisher={Paul Berthon}
		
	

}

@incollection{b12,
	
	
		,
	title={{Improving service quality in person-to-person encounters}}
		,
	author={{
			JMattson
		}}
	
	
		,
	journal={{The Service Industries Journal}}
		
			14
			1
			
			,
	year={1994}
		
	

}

@book{b13,
	
	
		,
	title={{Internal Marketing and Employee Engagement: A Typology}}
		,
	author={{
			McLeay
		} and {
			Fraser
		} and {
			VigneshYoganathan
		}}
		
		
		
			,
	year={2012}
			,
	address={Newcastle Business School, UK}
		
	

}

@book{b14,
	
	
		,
	author={{
			Parasuraman
		} and {
			LLBerry
		}}
		
		,
	title={{Marketing Services: Competing through Quality}}
				New York
		
			,
	publisher={The Free Press}
			,
	year={1991}
		
	

}

@incollection{b15,
	
	
		,
	title={{More on Improving Service Quality Measurement}}
		,
	author={{
			AParasuraman
		} and {
			LLeonard
		} and {
			ValarieABerry
		} and {
			Zeithaml
		}}
		
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			69
			9
			
			,
	year={1993}
		
	

}

@incollection{b16,
	
	
		,
	title={{The measurement of service quality: a new P-C-P attributes model}}
		,
	author={{
			GPhilip
		} and {
			SAHazlett
		}}
		
	
	
		,
	journal={{International Journal of Quality & Reliability Management}}
		
			14
			3
			
			,
	year={1997}
		
	

}

@incollection{b17,
	
	
		,
	title={{Internal Marketingthe missing half of the marketing progamme}}
		,
	author={{
			NPiercy
		} and {
			NMorgan
		}}
		
	
	
		,
	journal={{Long Range Planning}}
		
			24
			2
			
			,
	year={1991}
		
	

}

@incollection{b18,
	
	
		,
	title={{Quality of Higher Education: Local Issue & Global Challenges in India}}
		,
	author={{
			SinghSheela
		} and {
			MishraAvnish
		}}
		
	
	
		,
	journal={{International Journal of Research & Development in Technology and Management Sciences}}
		
			19
			25
			
			,
	year={2013}
		
	

}

@incollection{b19,
	
	
		,
	title={{Integrating internal marketing with participative management}}
		,
	author={{
			RVTim
		} and {
			Davis
		}}
		
	
	
		,
	journal={{Management Decision}}
		
			39
			2
			
			,
	year={2001}
		
	

}