Addey, J. (1999). Internal customer satisfaction through involvement. Total Quality Management, 10(4–5), 421–425.

Batt, R. (2002). Managing customer services: Human resource practices, quit rates and sales growth.Academy of Management Journal, 45(3), 587–597.

Bugdol, M. (2011). Zarządzanie pracownikami – klientami wewnętrznymi w organizacjach projakościowych. Warszawa: Difin.

Bugdol, M., & Goranczewski, B. (2011). Projakościowe usprawnianie organizacji oparte na procesach. Koncepcje, metody, narzędzia. Oświęcim: PWSZ.

Chang, W.J.A., & Huang, T.C. (2010). The impact of human resource capabilities on internal customer and organizational effectiveness. Total Quality Management,21(6), 633–648.

Chaston, I. (1994). A comparative study of internal customer management practices within service sector firms and the National Health Service. Journal of Advanced Nursing, 19(2), 299–308.

Dill, D.D. (1995). Through Deming’s eyes: a cross‐national analysis of quality assurance policies in higher education. Quality in Higher Education, 1(2), 95–110.

Durlik, I. (1998). Inżynieria zarządzania. Warszawa: Placet.

Goldstein, S.M. (2003). Employee development: an examination of service strategy in a high‐contact service environment. Production and Operations Management, 12(2), 186–203.

Goranczewski, B., & Puciato, D. (2008). Znaczenie świadomości pracowników w normatyw-
nych systemach zarządzania. Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu, (31, Zarządzanie personelem jako kryterium doskonałości), 413–424.

Goranczewski, B., & Szeliga-Kowalczyk, A. (2015). Jakość usług turystycznych i rekreacyjnych. Ujęcie holistyczne. Warszawa: CeDeWu.

Grigoroudis, E., Tsitsiridi, E., & Zopounidis, C. (2013). Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector. Annals of Operations Research, 205(1), 5–27.

Harnesk, R. (2004). Partnership with internal customers – a way to achieve increased commitment. The TQM Magazine, 16(1), 26–32.

ISO/TR 10013:2001. Raport techniczny – dokumentacja systemu zarządzania jakością. Warszawa: PKN.

Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205–223.

Kaur, G., Sharma, R.D., & Seli, N. (2010). An assessment of internal market orientation in Jammu and Kashmir Bank through internal suppliers’ perspective. Journal of Services Research, 10(2), 117–141.

Khan, H., & Matlay, H. (2009). Implementing service excellence in higher education. Education & Training, 51(8/9), 769–780.

Kilburn, A.J. (2009). Building quality internal exchange: The role of the organization and the individual in internal customer orientation. Academy of Marketing Studies Journal, 13(1), 79–87.

Łobos, K., & Pypłacz, P. (2015). Funkcje i narzędzia zarządzania dla małych i średnich przedsiębiorstw. Warszawa: CeDeWu.

Marshall, G.W., Baker, J., & Finn, D.W. (1998). Exploring internal customer service quality. Journal of Business & Industrial Marketing, 13(4/5), 381–392.

Mohrw‐Jackson, I. (1991). Broadening the market orientation: An added focus on internal customers. Human Resource Management, 30(4), 455–467.

Piercy, N.F. (1998). Barriers to implementing relationship marketing: Analysing the internal market-place. Journal of Strategic Marketing, 6(3), 209–222.

PN-EN ISO 9000:2006. Systemy zarządzania jakością. Podstawy i terminologia. Warszawa: PKN.

PN-EN ISO 9001:2009. Systemy zarządzania jakością. Wymagania. Warszawa: PKN.

PN-EN ISO 9004:2010. Zarządzanie ukierunkowane na trwały sukces organizacji. Warszawa: PKN.

PN-ISO 10002:2006. Zarządzanie jakością – Zadowolenie klienta – Wytyczne dotyczące postępowania z reklamacjami w organizacjach. Warszawa: PKN.

Raharjo, H., Xie, M., Goh, T.N., & Brombacher, A.C. (2007). A methodology to improve higher education quality using the quality function deployment and analytic hierarchy process. Total Quality Management & Business Excellence, 18(10), 1097–1115.

Steward, M.D., Wu, Z., & Hartley, J.L. (2010). Exploring supply managers’ intrapreneurial ability and relationship quality. Journal of Business-to-Business Marketing, 17(2), 127–148.

Tareef, F., & Balas, A. (2012). Marketing in higher education institutes: Using an internal marketing strategy and innovation models. Managerial Challenges of the Contemporary Society. Proceedings, 3, 163–169.

Tutuncu, O., & Kucukusta, D. (2008). The role of supply chain management integration in quality management system for hospitals. International Journal of Management Perspectives, 1(1), 31–39.

Ullah, I. (2013). The influence of human resource practices on internal customer satisfaction and organizational effectiveness. Acta Universitatis Danubius. Administratio, 5(1), 5–38.

Williams, J., & Cappuccini‐Ansfield, G. (2007). Fitness for purpose? National and institutional approaches to publicising the student voice. Quality in Higher Education, 13(2), 159–172.