This book is based on some of our previously published research and research conducted specifically for this book, but the book would not have been possible without the work of the numerous internal marketing scholars whose work we cite, to whom we are grateful. The work of Leonard Berry and colleagues, William George, Christian Grönroos and Nigel Piercy has been particularly influential in the development of internal marketing, and this book is no exception. We would also like to thank Charlie Shepherd, Vice President of Quality, NCR, for allowing us to use some of his material on innovation. We are also grateful to the numerous other individuals for providing their insights, thoughts and sharing their corporate experiences. In particular, we are indebted to staff at Butterworth-Heinemann for encouraging us to undertake this project and supporting us throughout.