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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, 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.
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.
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