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

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Author(s)
Herington, Carmel
Griffith University Author(s)
Year published
2005
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Show full item recordAbstract
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. ...
View more >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.
View less >
View more >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.
View less >
Conference Title
ANZMAC 2005 Conference Proceedings
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Copyright Statement
© The Author(s) 2005. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author(s).