Customer proactive training vs customer reactive training in retail store settings : effects on script proficiency, customer satisfaction, and sales volume
Year of publication: |
2020
|
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Authors: | Nicod, Lionel ; Llosa, Sylvie ; Bowen, David E. |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 55.2020, p. 1-12
|
Subject: | Coproduction | Customer education | Proactive training | Reactive training | Script | Kundenzufriedenheit | Customer satisfaction | Betriebliches Bildungsmanagement | Employer-provided training | Berufsbildung | Vocational training | Einzelhandel | Retail trade | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Weiterbildung | Further training |
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