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- W2056522834 abstract "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." @default.
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- W2056522834 date "2007-11-14" @default.
- W2056522834 modified "2023-09-27" @default.
- W2056522834 title "How Critical is Employee Orientation for Customer Relationship Management? Insights from a Case Study" @default.
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- W2056522834 doi "https://doi.org/10.1111/j.1467-6486.2007.00740.x" @default.
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