这是一本书,你可以再Google上搜到,如果你想下载电子版,必须交钱。这是摘要: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 Employee orientation is embedded in the Organizational Culture (OC) of the firm and manifested through its key elements, notably assumptions, values, behaviours and CRM consists of four organizational activities: strategic planning, information, value creation, and performance measurement sub- 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