Employee Relationship Management - Publications - Faculty & Research

From the editor team of the ground-breaking Consumer-Brand Relationships: Theory and Practice comes this new volume. Strong Brands, Strong Relationships is a collection of innovative research and management insights that... View Details

21 Nov 2023
News

Employee Negativity Is Like Wildfire. Manage It Before It Spreads.

Research Summary

Consumer-Brand Relationships and CRM

By: Jill J. Avery

This highly pragmatic stream investigates the contemporary practice of customer relationship management (CRM) by exploring the phenomenological, lived experience of consumers' relationships with brands. Using a contracting theory lens supplemented with knowledge of... View Details

25 Jan 2021
News

When Every Employee Is a Risk Manager

July 2008
Teaching Note

Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)

By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev

Teaching Note for [809029]. View Details

Keywords: History; Strategy; Customer Relationship Management; Information Technology; System; Privatization; Brands and Branding; Accommodations Industry

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June 1993
Article

The Dynamics of Managing Racial Diversity in Developmental Relationships

By: D. A. Thomas

Keywords: Management; Diversity; Growth and Development; Relationships

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21 Apr 2008
Research & Ideas

The New Math of Customer Relationships

managers think of customers, and introduce the idea that not all customers contribute equal value. Concrete examples illustrate the self-reinforcing nature of the connections between employee loyalty and... View Details

Keywords: by Sean Silverthorne

Article

Too Hot to Handle? How to Manage Relationship Conflict

By: A. C. Edmondson and D. M. Smith

Keywords: Management; Relationships; Conflict and Resolution

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August 2017
Article

Relationship Between Labor and Delivery Unit Management Practices and Maternal Outcomes

By: Avery C. Plough, Grace Galwin, Zhonghe Li, Stuart R. Lipsitz, Shehnaz Alidina, Natalie J. Henrich, Lisa R. Hirschhorn, William R. Berry, Atul A. Gawande, Doris Peter, Rory McDonald, Donna L. Caldwell, Janet H. Muri, Debra Bingham, Aaron B. Caughey, Eugene R. Declercq and Neel T. Shah

OBJECTIVE: To define, measure, and characterize key competencies of managing labor and delivery units in the United States and assess the associations between unit management and maternal outcomes. METHODS: We developed and administered a management measurement... View Details

Keywords: Health Care and Treatment; Management Practices and Processes; Performance Evaluation; Outcome or Result; United States

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2002
Book

Efficient Customer Relationship Management: How Procter & Gamble, Kraft Foods and Henkel Manage Their Customer Relationships

By: Tom Gawlik, Joachim Kellner and Dirk Seifert

Citation

November–December 2024
Article

Why Employees Quit

By: Ethan Bernstein, Michael B. Horn and Bob Moesta

The so-called war for talent is still raging. But in that fight, employers continue to rely on the same hiring and retention strategies they’ve been using for decades. Why? Because they’ve been so focused on challenges such as poaching by industry rivals, competing in... View Details

Keywords: Retention; Recruitment; Talent and Talent Management; Employee Relationship Management; Motivation and Incentives

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03 Jun 2020
News

How to Thrive as a Remote Manager and Employee

Keywords: Rebecca Carnahan; Remote work