Communicative skills that support value creation : a study of B2B interactions between customers and customer service representatives
Year of publication: |
2012
|
---|---|
Authors: | Salomonson, Nicklas ; Åberg, Annika ; Allwood, Jens |
Published in: |
Industrial marketing management : the international journal for industrial and high-tech firms. - New York, NY [u.a.] : Elsevier, ISSN 0019-8501, ZDB-ID 120124-4. - Vol. 41.2012, 1, p. 145-155
|
Subject: | Beziehungsmarketing | Relationship marketing | Firmenkundengeschäft | Corporate banking | Service-Dominant Logic | Service-dominant logic | Key-Account-Management | Key account management | Kommunikation | Communication | Kundenwert | Customer value |
-
Leroi-Werelds, Sara, (2017)
-
Towards a holistic view of customer value creation in Lean : a design science approach
Gülyaz, Erdoğan, (2019)
-
Studying customers' resource integration by service employees in interactional value co-creation
Plé, Loïc, (2016)
- More ...
-
Salomonson, Nicklas, (2012)
-
Comparing human-to-human and human-to-AEA communication in service encounters
Salomonson, Nicklas, (2013)
-
Dealing with customer misbehaviour : employees' tactics, practical judgement and implicit knowledge
Echeverri, Per, (2012)
- More ...