Selected bibliography

Atkinson, J. (1967) ‘A handbook for interviewers: a manual for Government Social Survey interviewing staff, describing practice and procedures on structured interviewing’ (Government Social Survey, no. M136.), H.M.S.O, London.


Brignall, S. et al (1999) ‘Improving Service Performance: A Study of Step-Change Versus Continuous Improvement’, CIMA, London, 1999.


Cannell & Kahn as referenced in Lindzey, G. & Aronson, E. (1968) ‘The Handbook of Social Psychology’, Vol. 5 Applied Social Psychology.


Dibb, S. et al (2001) ‘Marketing Concepts and Strategies’, Houghton Mifflin, Boston.


Downs, C. (1988) ‘Communication Audits’, Glenview, Ill.: Scott Foresman.1. Moser, C.A. & Kalton, G. (1986) ‘Survey Methods in Social Investigation’, Gower Publishing, Aldershot, UK.


Faulkner, D. (2002) Taken from Strategic Advantage Module course slides (Week 4).


Fowler, F.J. & Mangione, T.W. (1990) ‘Standardized Survey Interviewing: Minimizing Interviewer-related Type Error’, Applied Social Research Methods Series Vol. 18. Sage, Newbury Park, California.


Gatley, L. & Clutterbuck, D. (1996) ‘The Strategic Management of Internal Communication’, Business Intelligence, London.


Hargie, O. & Tourish, D. (2000) ‘Handbook of Communication Audits for Organisations’, Routledge, London.


Hayes, R. H. & Wheelwright, S.C. (1984) ‘Restoring Our Competitive Edge’, John Wiley Press.


Hill, T. (1993) ‘Manufacturing Strategy’, Macmillan. London. Johnston, R. & Clark, G. (2001) ‘Service Operations Management’, Prentice Hall


Kaplan, R. S. & Norton, D. P. ‘The Balanced Scorecard – Measures  That Drive Performance’, Harvard Business Review, Jan-Feb, 1992, pp. 71-9.


King, N. (1994) ‘The qualitative research interview’, In Cassell, C. & Symon, G. (eds) ‘Qualitative Methods in Organisational Research: A Practical Guide’, Sage, London.


Likely, F. (2004) ‘Ten things we should know about evaluation’, Strategic Communications Management, Volume 8, Issue 5, Aug/Sept 2004, Melcrum Publishing, London.


Schneiderman, A. M. (1999) ‘Why balanced scorecards fail’, Journal of Strategic Performance Measurement, January Special Edition: 6.


Shaw, K. (2004) ‘Revealing the fault lines in communication measurement’, Strategic Communications Management, Volume 8, Issue 5, Aug/Sept 2004, Melcrum Publishing, London.


Slack, N. Chambers, S. & Johnston, R. (2001) ‘Operations Management’, Prentice Hall (Harlow).


Staughton, R (2004) ‘The Relationship Continuum’.


Stewart, D. & Shamdasani, P. N. (1990) ‘Focus groups: theory and practice’, Sage, London.


Tufte, E. R. (1983) ‘The Visual Display of Quantitative Information’, Graphics Press, Connecticut.


Walley, P. (2004) ‘Stakeholder behaviour – measuring social-dynamics using Fauvet’s theory’, Taken from Project Management Module course slides (Day 4).


Zeithaml, V. A. et al (1993) ‘The Nature and Determinants of Customer Expectations of Service’, Journal of the Academy of Marketing Science, Vol. 21, No. 1.


About the author


Corin Ashby has been helping businesses improve their internal communications since 1996. During that time he has worked with many leading communications practitioners from private and public sectors in both the UK and USA.


Corin was associate partner at employee engagement specialist Trident Communications (now Engage Group) before setting up 44 Communications. He holds a first-class MBA from Warwick Business School and is a committee member of the British Association of Communicators in Business (CiB). He can be contacted at