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Internal Relationship Management
Af: Michael D Hartline, David Bejou Engelsk Hardback
SPAR
kr 12
Internal Relationship Management
Af: Michael D Hartline, David Bejou Engelsk Hardback
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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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.
Se mere i:
Produktdetaljer
Sprog: Engelsk
Sider: 124
ISBN-13: 9780789024602
Indbinding: Hardback
Udgave:
ISBN-10: 0789024608
Kategori: Økonomi
Udg. Dato: 8 dec 2004
Længde: 0mm
Bredde: 212mm
Højde: 152mm
Oplagsdato: 8 dec 2004
Forfatter(e) Michael D Hartline, David Bejou


Kategori Økonomi


Sprog Engelsk


Indbinding Hardback


Sider 124


Udgave


Længde 0mm


Bredde 212mm


Højde 152mm

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