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)
Journal Article

In: Journal of marketing
Volume: 76
Issue: 1
Page(s)/Article-Nr.: 20-37

Institutions

• Chair of Technology and Innovation Management (TIM) [812710]