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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| Main Authors: | , , |
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| Format: | Journal |
| Published: |
2018
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| 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 |
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