Generating sales while providing service : A study of customer service representatives' ambidextrous behavior

Jasmand, Claudia; Blazevic, Vera; de Ruyter, Ko

Chicago, Ill : Publications Group of the American Marketing Association (2012)
Fachzeitschriftenartikel

In: Journal of marketing
Band: 76
Heft: 1
Seite(n)/Artikel-Nr.: 20-37