This dissertation adds insights in two research areas: human resource management (HRM) and customer relationship management (CRM). In the HRM research area employees influencing organizations are usually described using the label participation. The CRM research area focuses on how to improve customer relationships. This dissertation describes the research on why employee participation influences the effectiveness of CRM implementations.
|Qualification||Doctor of Philosophy|
|Place of Publication||Groningen|
|Publication status||Published - 2009|
- Jelle Bouma