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Translating sales effort into service performance: it's an emotional ride
Ogilvie, Jessica; Rapp, Adam; Agnihotri, Raj; Bachrach, … - In: The journal of personal selling & sales management : JPSSM 37 (2017) 2, pp. 100-112
Persistent link: https://www.econbiz.de/10011734618
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Examining the drivers and performance implications of boundary spanner creativity
Agnihotri, Raj; Rapp, Adam A.; Andzulis, James "Mick"; … - In: Journal of service research : JSR 17 (2014) 2, pp. 164-181
Persistent link: https://www.econbiz.de/10010356824
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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.; Jaramillo, Susana; Baker, … - In: Psychology & marketing 40 (2023) 6, pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713