It is often the case that members of selling centers are governed by different control systems (i.e., some selling center members are governed more by behavior controls while others are governed more by outcome controls). Surprisingly, there is little research which examines the impact of...

The most prevalent form of training call center agents is via classroom instruction coupled with role-plays. Role-play training has a theoretical base in behavior modeling that entails observation, practice, and feedback. Emerging simulation-based technologies offer enhancements to behavior...

It is well known that transaction-specific investments (TSIs) made in customers by account managers makes them vulnerable to opportunism by customers (i.e., the targets of the investments). The present research shows that TSIs made in customers by account managers can also lead them to be...