Internal Relationship Management: Linking Human Resources to Marketing Performance

by Hartline; Michael D

• ISBN13: 9780789024619
• ISBN10: 0789024616
• Edition: 1st
• Format: Nonspecific Binding
• Copyright: 2004-11-29
• Publisher: Routledge

Summary

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	1	(4)
Michael D. Hartline
Florida State University
David Bejou
Virginia State University
The Genesis of Relationships: Boundary Spanners' Appraisals of the Career Entry Transition	5	(20)
Charles M. Wood
University of Tulsa
David J. Clew
University of North Carolina at Wilmington
Marc D. Street
University of South Florida at St. Petersburg
Individual Differences Among Service Employees: The Conundrum of Employee Recruitment, Selection, and Retention	25	(18)
Michael D. Hartline
Florida State University
Tom De Witt
Bowling Green State University
Boundary Spanners' Satisfaction with Organizational Support Services: An Internal Communications Perspective	43	(22)
Simona Stan
University of Oregon
Timothy D. Landry
University of Oklahoma
Kenneth R. Evans
University of Missouri-Columbia
A Conceptualization of the Employee Branding Process	65	(24)
Sandra Jeanquart Miles
Murray State University
Glynn Mangold
Murray State University
Exploring the Internal Customer Mind-Set of Marketing Personnel	89	(18)
Felicia G. Lassk
Northeastern University
Karen Norman Kennedy
University of Alabama-Birmingham
Jerry R. Goolsby
Loyola University
Index	107