Proactive value co-creation via structural ambidexterity : customer success management and the modularization of frontline roles
Year of publication: |
2021
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Authors: | Hochstein, Bryan ; Chaker, Nawar N. ; Rangarajan, Deva ; Nagel, Duane ; Hartmann, Nathaniel N. |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 4, p. 601-621
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Subject: | customer success management | modular sales process | modularity | retention | service-sales interface | structural ambidexterity | value | value creation | Betriebliche Wertschöpfung | Value creation | Modularisierung | Modularity | Beziehungsmarketing | Relationship marketing | Organisationale Ambidextrie | Ambidextrous organization | Erfolgsfaktor | Success factor | Kundenwert | Customer value | Kundenintegration | Customer integration | Innovation |
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