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

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 simultaneously. Th...

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Bibliographic Details
Main Authors: Paul Patterson, Ting Yu, Narumon Kimpakorn
Format: Journal
Published: 2018
Subjects:
Online Access:https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84901605294&origin=inward
http://cmuir.cmu.ac.th/jspui/handle/6653943832/53307
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Institution: Chiang Mai University