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- Title
Combining Service and Sales at the Point of Customer Contact: A Retail Banking Example.
- Authors
Evans, Kenneth R.; Arnold, Todd J.; Grant, John A.
- Abstract
Examines the organizational factors contributing to the successful commingling of employee service and sales responsibilities at the point of customer contact. Method; Results; Conclusion that successful commingling requires a balanced orientation among customer contact personnel where their service and sales roles are viewed as complementary rather than contradictory.
- Subjects
CUSTOMER services; MARKETING
- Publication
Journal of Service Research, 1999, Vol 2, Issue 1, p34
- ISSN
1094-6705
- Publication type
Article
- DOI
10.1177/109467059921004