michael d hartline

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.