Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, andaultimatelyaexternal marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship managementamanaging relationships with internal customers human resources activitiesaactions taken to influence employee attitudes and work-related behaviors career entryathe initial stages of the internal relationship management process organizational supportaservices provided to employees in an effort to support them With this book, youall gain a better understanding of: boundary spannersa appraisals of career entry transitionafrom telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spannersa satisfaction with organizational support services employee brandingaemployees internalize the firmas desired brand image to project it to customers and external stakeholders the internal customer mindsetathe importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.[Article copies available for a fee from The Haworth Document Delivery Service: 1 -800-HAWORTH. ... For example, realistic job previewsaa type of interview designed to give potential employees a realistic picture of the job in question and theanbsp;...
|Title||:||Internal Relationship Management|
|Author||:||Michael D Hartline, David Bejou|
|Publisher||:||Routledge - 2012-12-06|