internal relationship management

24/07/13

Lecture Five:
Internal Relationship
Management
1

MNG00441
HOSPITALITY SERVICES
MANAGEMENT

Where are we at?
2

Last lecture: o Quality of service: definitions and importance o Service quality vs. customer satisfaction o Managing, measuring and improving SQ o Assessable activities so far 2.1

to 2.4. Today:

2.5
Study week next week

HSM Lecture 5: Internal Relationship Management

Today’s session

HSM Lecture 5: Internal Relationship Management

Readings

3

4

Internal customer service AND external customer service

Textbook
Chapters 4 and 7

1. Internal Relationship Management (IRM)

Reading 10 ü Cannon, D 2002, Expanding paradigms in providing internal service’, Managing Service
Quality, vol. 12, no. 2, pp. 87-99

2. External Marketing of Services
3. Selling internal marketing to employees
4. Relationship Marketing è Trust and loyalty
5. Generic Feedback on Assessment 1a
6. Your time
HSM Lecture 5: Internal Relationship Management

HSM Lecture 5: Internal Relationship Management

1

24/07/13

1. Why Internal Relationship Management?

What is Internal Relationship Management?

5

6

Total Quality Management

— Heterogeneity
¡ Service is delivered to people by people

— A systems approach to quality management
— Encompasses every interaction between the

— Service employees are a service organisation’s most

organisations elements
— Continuous never ending process
— Acknowledges the significant involvement of those delivering intangible service products (employees)

Employees = internal customers

HSM Lecture 5: Internal Relationship Management

critical resource!

Internal customer satisfaction is ultimately reflected in external customer satisfaction.
HSM Lecture 5: Internal Relationship Management

Internal Customers and Quality

Internal Customers and Quality

7

8

— Achieving successful internal