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| Author: | Plakoyiannaki, E. (et al.) |
| Title: | How critical is employee orientation for customer relationship management? Insights from a case study |
| Journal: | Journal of Management Studies
2008 : MAR, VOL. 45:2, p. 268-293 |
| Index terms: | customer relationship management (CRM) case studies United Kingdom |
| Freeterms: | employee orientation |
| Language: | eng |
| Abstract: | This paper examines the link btw. employee orientation and the Customer Relationship Management (CRM) process based on an in-depth case study of a leading automotive services firm in the UK. Based on the case study evidence, the link between CRM success and employee orientation is empirically supported and the underlying mechanisms of this association are discussed. |
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