Transforming the role of frontline service employees for cross-selling
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DOI: 10.1108/jsm-02-2020-0071
Abstract: Purpose This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements must exist before they can achieve service–sales ambidexterity. Drawing on achievement… read more here.
Keywords: cross selling; role; service; frontline service ... See more keywords
Driving Retail Cross-Selling
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DOI: 10.1177/10946705221087399
Abstract: Cross-selling is one of the most important sales strategies retail organizations adopted to drive business revenue and increase customer lifetime value. While considerable efforts have been devoted to developing data-based cross-selling models, little is known… read more here.
Keywords: cross selling; work meaningfulness; cross; driving retail ... See more keywords