Purpose: The customer retail experience is frequently interrupted by disturbances such as ringing phones and other people. Employees must be able to respond to retail disturbances effectively to ensure that customers have a satisfactory experience in the retailer. Using Affective Events Theory...

Cover -- Table des matières -- Avant-propos -- Remerciements -- Introduction -- Chapitre 1. Situations de vente, points d'études remarquables et bonnes pratiques -- Chapitre 2. Les compétences commerciales -- Chapitre 3. Les bases de la vente et de la négociation -- Chapitre 4. Autour de la...

Purpose: Many western consumers have become sensitive to the negative effects of their consumption levels in many product categories and those new attitudes are challenging their habitual consumption behaviors. How do dissonant attitudes influence the process toward behavioral change? How does...