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

• المؤلفون الرئيسيون: Chen, Chien-Ming, Chuang, Howard Hao-Chun
• مؤلفون آخرون: Nanyang Business School
• التنسيق: مقال
• اللغة: English
• منشور في: 2023
• الموضوعات: Business::Operations management; Retailing; Data Analytics
• الوصول للمادة أونلاين: https://hdl.handle.net/10356/172451
• المؤسسة: 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...