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By Pervaiz K. Ahmed and Mohammed Rafiq (Auth.)

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K. and Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. Journal of Marketing, 54 (2), 35–58. Jaworski, B. J. and Kohli, A. K. (1993). Market orientation: antecedents and consequences. Journal of Marketing, 57 (3), 53–70. Narver, J. C. and Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54 (5), 20–35. Hoffman, D. K. and Ingram, T. N. (1991). Creating customer orientated employees: the case in home health care.

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The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12 (Spring), 125–43. 23 24 Internal Marketing 8. 9. 10. 11. 12. 13. Churchill, G. A. and Suprenant, C. F. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19 (November), 491–504. Cronin, J. J. Jr and Taylor, S. A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 52 (3), July, 55–68. Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience.

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