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Keywords: Suggestive selling
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Journal Articles
Positive social behaviors and suggestive selling in the same service encounter
Available to Purchase
Managing Service Quality: An International Journal (2013) 23 (4): 305–320.
Published: 04 July 2013
...Kristina Heinonen; Anu Helkkula; Maria Holmlund‐Rytkönen; Magnus Söderlund Purpose This study aims to examine customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive selling. Design...
