Internal Relationship Management : Linking Human Resources to Marketing Performance

著者名：Hartline, Michael D/Bejou, David

Routledge（2012/12/06発売）

• 言語：ENG
• ISBN：9780789024619
• eISBN：9781136423871

Description

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.

Table of Contents

• Internal Relationship Management: Linking Human Resources to Marketing Performance: An Introduction (Michael D. Hartline and David Bejou)
  
• The Genesis of Relationships: Boundary Spanners’ Appraisals of the Career Entry Transition (Charles M. Wood, David J. Glew, and Marc D. Street)
  
• Individual Differences Among Service Employees: The Conundrum of Employee Recruitment, Selection, and Retention (Michael D. Hartline and Tom De Witt)
  
• Boundary Spanners’ Satisfaction with Organizational Support Services: An Internal Communications Perspective (Simona Stan, Timothy D. Landry, and Kenneth R. Evans)
  
• A Conceptualization of the Employee Branding Process (Sandra Jeanquart Miles and Glynn Mangold)
  
• Exploring the Internal Customer Mind-Set of Marketing Personnel (Felicia G. Lassk, Karen Norman Kennedy, and Jerry R. Goolsby)
  
• Index
  
• Reference Notes Included