Internal Relationship Management: Linking Human Resources to Marketing Performance

Synopsis

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, and-ultimately-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 management-managing relationships with internal customers human resources activities-actions taken to influence employee attitudes and work-related behaviors career entry-the initial stages of the internal relationship management process organizational support-services provided to employees in an effort to support them With this book, you&’ll gain a better understanding of: boundary spanners&’ appraisals of career entry transition-from telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners&’ satisfaction with organizational support services employee branding-employees internalize the firm&’s desired brand image to project it to customers and external stakeholders the internal customer mindset-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.

Copyright:

2004

Book Details

Book Quality:

Publisher Quality

Book Size:

124 Pages

ISBN-13:

9781136423871

Related ISBNs:

9780789024619, 9780789024602, 9780203050552

Publisher:

Taylor and Francis

Date of Addition:

05/09/23

Copyrighted By:

The Haworth Press, Inc.

Adult content:

No

Language:

English

Has Image Descriptions:

No

Categories:

Nonfiction, Business and Finance

Submitted By:

Bookshare Staff

Usage Restrictions:

This is a copyrighted book.