Internal Relationship Management - Linking Human Resources to Marketing Performance (Hardcover)

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.

General

Imprint:	Routledge Member of the Taylor and Francis Group
Country of origin:	United States
Release date:	December 2004
First published:	2004
Authors:	Michael D Hartline • David Bejou
Dimensions:	212 x 152 x 14mm (L x W x T)
Format:	Hardcover - Cloth over boards
Pages:	124
ISBN-13:	978-0-7890-2460-2
Categories:	Books > Business & Economics > Economics > General
LSN:	0-7890-2460-8
Barcode:	9780789024602

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