Why participation works: the role of employee involvement in the implementation of the customer relationship management type of organizational change

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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.
Original languageEnglish
QualificationDoctor of Philosophy
Awarding Institution
  • University of Groningen
  • Verhoef, Pieter, Supervisor
  • Emans, Bernardus, Co-supervisor
Award date22-Jun-2009
Place of PublicationGroningen
Print ISBNs9789036737685
Electronic ISBNs9789036737715
Publication statusPublished - 2009


  • Jelle Bouma

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