{ "item_title" : "Internal Relationship Management", "item_author" : [" Michael D. Hartline", "David Bejou "], "item_description" : "Use these techniques to improve staff performanceInternal 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, andultimatelyexternal 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 managementmanaging relationships with internal customershuman resources activitiesactions taken to influence employee attitudes and work-related behaviorscareer entrythe initial stages of the internal relationship management processorganizational supportservices provided to employees in an effort to support themWith this book, you'll gain a better understanding of:boundary spanners' appraisals of career entry transitionfrom telecommunications, insurance, manufacturing, accounting, and retail firmsthe recruitment, selection, and retention of customer-contact service employeeshow internal communication processes affect boundary spanners' satisfaction with organizational support servicesemployee brandingemployees internalize the firm's desired brand image to project it to customers and external stakeholdersthe internal customer mindsetthe importance employees place on serving internal customersThe 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.", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/0/78/902/460/0789024608_b.jpg", "price_data" : { "retail_price" : "69.99", "online_price" : "69.99", "our_price" : "69.99", "club_price" : "69.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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