Internal Relationship Management

Internal Relationship Management

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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, anda€”ultimatelya€”external 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 managementa€”managing relationships with internal customers human resources activitiesa€”actions taken to influence employee attitudes and work-related behaviors career entrya€”the initial stages of the internal relationship management process organizational supporta€”services provided to employees in an effort to support them With this book, youa€™ll gain a better understanding of: boundary spannersa€™ appraisals of career entry transitiona€”from 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 brandinga€”employees internalize the firma€™s desired brand image to project it to customers and external stakeholders the internal customer mindseta€”the 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 previewsa€“a 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


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