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Killing two birds with one stone: Cross-selling during service delivery

Patterson, Paul; Yu, Ting; Kimpakorn, Narumon - In: Journal of Business Research 67 (2014) 9, pp. 1944-1952

Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals...

Persistent link: https://www.econbiz.de/10010869763

E-tailers versus retailers: Which factors determine consumer preferences

Keen, Cherie; Wetzels, Martin; de Ruyter, Ko; Feinberg, … - In: Journal of Business Research 57 (2004) 7, pp. 685-695

Persistent link: https://www.econbiz.de/10005477678

The Marketing-Finance Interface: A Relational Exchange Perspective

de Ruyter, Ko; Wetzels, Martin - In: Journal of Business Research 50 (2000) 2, pp. 209-215

Persistent link: https://www.econbiz.de/10005466055

An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction

van Dolen, Willemijn; de Ruyter, Ko; Lemmink, Jos - In: Journal of Business Research 57 (2004) 4, pp. 437-444

Persistent link: https://www.econbiz.de/10005473443

Cooperating for service excellence in multichannel service systems: An empirical assessment

Wiertz, Caroline; de Ruyter, Ko; Keen, Cherie; … - In: Journal of Business Research 57 (2004) 4, pp. 424-436

Persistent link: https://www.econbiz.de/10005473451