Plakoyiannaki, Emmanuella; Tzokas, Nikolaos; … - In: Journal of Management Studies 45 (2008) 2, pp. 268-293
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...