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.