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

Journal of Marketing

Volumn 76, Issue 1, 2012, Pages 20-37

  Jasmand, Claudia ^a,b   Blazevic, Vera ^c,d   De Ruyter, Ko ^a  

^a MAASTRICHT UNIVERSITY   (Netherlands)

^b IMPERIAL COLLEGE LONDON   (United Kingdom)

^c RADBOUD UNIVERSITY   (Netherlands)

^d RWTH AACHEN UNIVERSITY   (Germany)

Author keywords

Ambidexterity; Cross up selling; Customer service provision; Employee level; Regulatory modes

Indexed keywords

EID: 84859612295     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jm.10.0448     Document Type: Article

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