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Item Details
Title:
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INTERNAL RELATIONSHIP MANAGEMENT
LINKING HUMAN RESOURCES TO MARKETING PERFORMANCE |
By: |
Michael D. Hartline, David Bejou |
Format: |
Paperback |
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List price:
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£23.99 |
Our price: |
£23.27 |
Discount: |
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You save:
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£0.72 |
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ISBN 10: |
0789024616 |
ISBN 13: |
9780789024619 |
Availability: |
Usually dispatched within 1-3 weeks.
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Stock: |
Currently 0 available |
Publisher: |
TAYLOR & FRANCIS INC |
Pub. date: |
29 November, 2004 |
Pages: |
124 |
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. |
Publication: |
US |
Imprint: |
Routledge Member of the Taylor and Francis Group |
Returns: |
Returnable |
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