Do strong internal relationships really lead to strong external relationships: An initial examination

Abstract

This paper examines the link between internal relationship strength and the ability of employees to develop relationships with external customers. The results of a survey of employees measuring the strength of the relationship an employee has with the firm and then their perceived ability to develop relationships with customers demonstrated that such an association does exist. A moderately strong association was found to exist. Hence, the degree to which employees feel that they have a strong relationship with their employer does have some influence on the way they feel they are able to build strong relationships with customers. Further research is recommended exploring the link between these in greater detail as well as extending the research to a larger survey group. Perceived ability to develop external relationships needs further development as a construct.