Time to shift the shift: performance effects of within-day cumulative service encounters in retail stores

• Main Authors: Chen, Chien-Ming, Chuang, Howard Hao-Chun
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2023
• Subjects: Business::Operations management; Retailing; Data Analytics
• Online Access: https://hdl.handle.net/10356/172451
• Institution: Nanyang Technological University

This paper investigates the impact of cumulative service encounters (CSE) on sales staff's performance in retailing services. To assess the overall impact of CSE on store performance, we present an integrative framework that jointly considers two key performance indicators of retail stores (con...