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Internal Relationship Management: Linking Human Resources to Marketing Performance by Michael D Hartline

Internal Relationship Management: Linking Human Resources to Marketing Performance

by Michael D Hartline
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Book cover type: Paperback
  • ISBN13: 9780789024619
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Taylor & Francis Inc
  • Publisher Imprint: Routledge
  • Publication Date:
  • Pages: 118
  • Original Price: GBP 24.99
  • Language: English
  • Edition: N/A
  • Item Weight: 220 grams
  • BISAC Subject(s): Human Resources & Personnel Management

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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