The case study approach was adopted because of its ability to reveal rich and indepth
data, which was essential for understanding the concept of ‘Internal Marketing’
as applied by a specific sector of the services industry. A number of criticisms have
been targeted at case studies, for example, that they are time-consuming and difficult
to manage, and that they provide little ground for scientific generalisation. Yet the
quantitative notion of generalising is inappropriate for qualitative case study research
because qualitative cases are not statistically selected to represent a larger population
(Daymon and Holloway 2002). Viewing a case study as a sample of one and then trying
to generalise to other situations would tear the case’s findings out of the particular
cultural and social milieu and force it upon another. In order to compensate for this
criticism we made references to other similar work and have shown how the research
findings could apply beyond the boundaries of the actual cases.