References

Books:

1. Philip Kotler, John T Bowen, James C Markens, Marketing for Hospitality and Tourism 4^th ed (Prentice Halls 2006)
2. Jim Blythe, Essentials of Marketing, Forth Edition (Prentice Halls 2008)
3. John Swarbrooke and Susan Horner, Consumer behaviour in tourism, 2^nd ed (Butterworth-Heinemann 2007)
4. Tansuhaj, Patriya; Randall, Donna; McCullough, Jim (1991), "Applying the Internal Marketing Concept Within Large Organizations: As Applied to a Credit Union". Journal of Professional Services Marketing (Taylor & Francis)
5. Lashley, C. (1997) Empowering Service Excellence: Beyond the Quick Fix (London: Cassell. 1997)

Online sources:

1. http://www.forbes.com/2010/08/13/happiest-occupations-workplace-productivity-how-to-get-a-promotion-morale-forbes-woman-careers-happiness.html (11/02/12)

Figure 1 - The Service Profit Chain

1. http://www.emeraldinsight.com/content_images/fig/0690130301010.png