How critical is employee orientation for customer relationship management? Insights from a case study

Plakoyiannaki, Emmanuella, Tzokas, Nikolaos, Dimitratos, Pavlos and Saren, Michael (2008) How critical is employee orientation for customer relationship management? Insights from a case study. Journal of Management Studies, 45 (2). pp. 268-293. ISSN 1467-6486

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Abstract

This paper explores the interface of employee orientation and the Customer Relationship Management (CRM) process based on an in-depth case study of a leading firm in the UK automotive services sector. Employee orientation is embedded in the Organizational Culture (OC) of the firm and manifested through its key elements, notably assumptions, values, behaviours and artefacts. CRM consists of four organizational activities: strategic planning, information, value creation, and performance measurement sub-processes. Based on the case study evidence, the widely postulated link between CRM success and employee orientation is empirically supported and the mechanisms underlying this association elucidated.

Item Type:	Article
Faculty \ School:	Faculty of Social Sciences > Norwich Business School
Depositing User:	Nicola Secker
Date Deposited:	18 Apr 2011 11:22
Last Modified:	10 Jan 2024 01:23
URI:	https://ueaeprints.uea.ac.uk/id/eprint/29527
DOI:	10.1111/j.1467-6486.2007.00740.x

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