IDEAS home Printed from https://ideas.repec.org/a/bla/jomstd/v45y2008i2p268-293.html
   My bibliography  Save this article

How Critical is Employee Orientation for Customer Relationship Management? Insights from a Case Study

Author

Listed:
  • Emmanuella Plakoyiannaki
  • Nikolaos Tzokas
  • Pavlos Dimitratos
  • Michael Saren

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.

Suggested Citation

  • Emmanuella Plakoyiannaki & Nikolaos Tzokas & Pavlos Dimitratos & Michael Saren, 2008. "How Critical is Employee Orientation for Customer Relationship Management? Insights from a Case Study," Journal of Management Studies, Wiley Blackwell, vol. 45(2), pages 268-293, March.
    • Handle: RePEc:bla:jomstd:v:45:y:2008:i:2:p:268-293
    DOI: 10.1111/j.1467-6486.2007.00740.x
    as

    Download full text from publisher

    File URL: https://doi.org/10.1111/j.1467-6486.2007.00740.x
    Download Restriction: no
    File URL: https://libkey.io/10.1111/j.1467-6486.2007.00740.x?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Abenanye Jackline, 2021. "Establishing the relationship between job orientation and employee performance in Bushenyi District Local Government, Uganda," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(12), pages 298-306, December.
    2. Junfeng Zhang, 2010. "Employee Orientation and Performance: An Exploration of the Mediating Role of Customer Orientation," Journal of Business Ethics, Springer, vol. 91(1), pages 111-121, February.
    3. Lu-Ming Tseng & Yue-Min Kang, 2015. "Managerial Authority, Turnover Intention and Medical Insurance Claims Adjusters’ Recommendations for Claim Payments," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 40(2), pages 334-352, April.
    4. Busu Mihail & Vargas Madalina Vanesa & Gherasim Ioan Alexandru, 2020. "An analysis of the economic performances of the retail companies in Romania," Management & Marketing, Sciendo, vol. 15(1), pages 125-133, March.
    5. Aspara, Jaakko, 2011. "Documentation and continuous development of processes for customer management: Implications for profitable growth," Australasian marketing journal, Elsevier, vol. 19(4), pages 267-280.
    6. Sabrina Wieland & Benjamin Scott Flavel, 2015. "The relationship between employee orientation, financial performance and leverage," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 11(4), pages 716-733, October.
    7. Wu Zhao & Wei Liu & Yun Chen, 2019. "Internal Fission Strategies in Corporate Entrepreneurship: A Case Study in China," Sustainability, MDPI, vol. 11(19), pages 1-20, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:jomstd:v:45:y:2008:i:2:p:268-293. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://www.blackwellpublishing.com/journal.asp?ref=0022-2380 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.