We argue that a firm's aggregate risk is a key determinant of whether it manages its future liquidity needs through cash reserves or bank lines of credit. Banks create liquidity for firms by pooling their idiosyncratic risks. As a result, firms with high aggregate risk find it costly to get...

The employees deliver services to customers and interact with them using emotional labor. The causes of emotional exhaustion under several circumstances have been thoroughly investigated. One approach is to view the employee-customer interaction as an actor-audience relationship, known as...

Consulting firms (CFs) sell services on a project basis to many clients and must therefore continuously tender for new contracts. One frequently used strategy by CFs is to visit the clients in connection to the tenders. The reason to the visits is either: 1) to influence the client in his...

Die Bedeutung des Servicegeschäfts der Industrieunternehmen nimmt zu und die Unternehmen wollen sich mit ihrem Serviceangebot differenzieren und Erlösmöglichkeiten ausschöpfen. Die Umsetzung gelingt den Unternehmen oft nur mittelmäßig. Dieser Artikel zeigt, mit welchen Maßnahmen...

The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implication for companies with a focus on product development and product sales. This paper looks at new service development (NSD) literature and argues for design...

This article aims at exploring the stage of implementation of mediation as method for the alternative resolution of disputes among consumers and providers of banking services, in Romania. The importance of the topic stems from the increase in the number of customer complaints about banking...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

Die Bedeutung des Servicegeschäfts der Industrieunternehmen nimmt zu und die Unternehmen wollen sich mit ihrem Serviceangebot differenzieren und Erlösmöglichkeiten ausschöpfen. Die Umsetzung gelingt den Unternehmen oft nur mittelmäßig. Dieser Artikel zeigt, mit welchen Maßnahmen...

The employees deliver services to customers and interact with them using emotional labor. The causes of emotional exhaustion under several circumstances have been thoroughly investigated. One approach is to view the employee-customer interaction as an actor-audience relationship, known as...