Shum, Philip; Bove, Liliana; Auh, Seigyoung - In: European Journal of Marketing 42 (2008) 11/12, pp. 1346-1371
Purpose – Although organizational change is inevitable with customer relationship management (CRM) implementation, very little is known about how this change affect employees, and how their actions in turn influence the success of CRM projects. The purpose of this study is to address this void...