Prof. Dr. Ko de Ruyter (Maastricht University)

Programm

• Datum: 21.06.2011
  Zeit:16:30-18:00
  Ort: Ludwigstr. 28, Raum 211, Vordergebäude

Sales targets are from Mars, Service targets are from Venus: How ambidextrous frontline employees get what management wants in service relationships

Cross- and up-selling in customer-facing operations is a growing business practice, with the promise of enhanced revenue generation and customer retention. Yet firms struggle to create conditions that are conducive to service representatives’ concurrent engagement in service and sales. A series of studies will be presented that have as their main purpose to explore and exploit the conceptualization and measurement of the notion of ambidexterity at the level of individual frontline employee and examine its drivers and performance consequences across individual and group levels