Thesis

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Further reading Gill, J. and Johnson, P. (2002), Research Methods for Managers, 3rd ed., Sage Publishers, London. Guaspari, J. (2003), “Eating my words: dispatches from the Front”, Across the Board, September/October, pp. 55-6. Kang, D.J. and Alexandris, K. (2002), “Measurement of internal service quality: application of the SERVQUAL battery to internal service quality”, Journal of Managing Service Quality, Vol. 12 No. 5, pp. 278-91. Corresponding author Hina Khan can be contacted at: hina.khan@unn.ac.uk To purchase reprints of this article please e-mail: reprints@emeraldinsight.com Or visit our web site for further details: www.emeraldinsight.com/reprints