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...

A unique database on individual tender documents is used to analyze the relationship between strategical factors and outcomes when technical consultancy firms (TCFs) compete for foreign assignments in the infrastructure sectors. TCFs, which sell services based on human capital, have a large...

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 the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are...

In this paper, we provide a very simple model to shed light on the issue of managed competition in mixed quasi-markets (i.e. regulated markets in which social and for-proÖt Örms coexist). In doing this, we consider the literature on mixed oligopolies as a reasonable reference point and try to...

Although the manufacturing sector is known to have a unique role in structural transformation, the industries without smokestacks that include tradable services (e.g., IT, tourism, transport), horticulture, and agro-industry can provide new opportunities for export development in low-income...

The Institute of Business Sciences of the University of Miskolc carried out a survey of management consulting firms and enterprises in 2001, 2005-2006 (Szadai, 2007), 2011-2012 (Tokár-Szadai, 2014), and 2015-16 in North-eastern Hungary. The goal of our surveys was to determine the status...

The Institute of Business Sciences of the University of Miskolc conducted a survey in 2001, 2005-06, 2011-12 and 2015-16 among consultants and their clients. In this study, the author presents on the basis of which aspects the clients choose a consultant, what the difference is between the...

Business advisors and their impact on the perfor -mance of micro, small and medium-sized com- panies (MSMEs) have been in the focus of many researchers for a long time. MSMEs are reporting increasing interest in professional business advice, but only a small share of MSME owners is using...