Internal Relationship Management: Linking Human Resources to Marketing Performance

• internal relationship managementmanaging relationships with internal customers
• human resources activitiesactions taken to influence employee attitudes and work-related behaviors
• career entrythe initial stages of the internal relationship management process
• organizational supportservices 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 transitionfrom 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 brandingemployees internalize the firm’s desired brand image to project it to customers and external stakeholders
• the internal customer mindsetthe 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.