INTERNAL RELATIONSHIP MANAGEMENT by Michael D. Hartline, David Bejou ( 9780789024602 )

Item Details

Title:

INTERNAL RELATIONSHIP MANAGEMENT
LINKING HUMAN RESOURCES TO MARKETING PERFORMANCE

By:

Michael D. Hartline, David Bejou

Format:

Hardback

List price:

£37.99

Our price:

£36.85

Discount:

3% off

You save:

£1.14

ISBN 10:

0789024608

ISBN 13:

9780789024602

Availability:

Usually dispatched within 1-3 weeks.

Delivery rates

Stock:

Currently 0 available

Publisher:

TAYLOR & FRANCIS INC

Pub. date:

8 December, 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:

Imprint:

Routledge Member of the Taylor and Francis Group

Returns:

Returnable

Some other items by this author:

CAPTURING CUSTOMER EQUITY