Graf, Albert - Institut für Versicherungswirtschaft <Sankt Gallen> - 2007
CHANGING ROLES OF CUSTOMERS: CONSEQUENCES FOR HRM
ALBERT GRAF
WORKING PAPERS ON RISK MANAGEMENT … AND INSURANCE NO. 15
EDITED BY HATO SCHMEISER
CHAIR FOR RISK MANAGEMENT AND INSURANCE
MAY 2007
2
CHANGING …-
nents, such as human resource management (HRM). However, to date, HRM and cus-
tomer involvement generally have been …