The telecommunications industry is particularly competitive and characterized by very high
churn rates. The literature on the topic is vast, but studies on the determinants of churn …

Data-Driven approaches to improve customer experience in banking: Techniques and
outcomes Page 1 International Journal of Management & Entrepreneurship Research …

This study investigates how perceived formal managerial cross-selling expectations impact
salesperson emotional exhaustion and performance, with a focus on the moderating effects …

This paper examines, through the lens of social learning theory, the possibility of
transactional use of AI-controlled voice assistants for service delivery to pick up speed in the …

Purpose The purpose of this study is to explain how the application of fuzzy-set qualitative
comparative analysis (fsQCA) and experiments can advance theory development in the field …

An ambidextrous approach to selling, in which salespeople are concurrently responsible for
both selling to and servicing the customer, has become the norm in today's selling …

Purpose This paper aims to explore the impact of salespeople's goal orientation and self-
regulatory mode on their performance through sales ambidexterity and sales technology …

In light of the increasing importance of citizen-centricity in public services, one approach
technologically advanced public organizations take is to integrate proactivity into their …

To extract the full revenue potential of their front line, B2B firms use their technical field
service force for selling activities. However, as selling is only a complementary activity …

Since its inception in the field of organizational learning, ambidexterity has now evolved as a
ubiquitous phenomenon, permeating all functional units of an organization. Over the last …