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| Author: | Lemmink, J. Mattsson, J. |
| Title: | Warmth during non-productive retail encounters: the hidden side of productivity |
| Journal: | International Journal of Research in Marketing
1998 : DEC, VOL. 15:5, p. 505-518 |
| Index terms: | MARKETING RESEARCH PRODUCTIVITY |
| Language: | eng |
| Abstract: | Productivity in retailing usually has been narrowly defined in short term economic performance. Although this is important, underlying salesperson's decisions are at work. As the core encounter of the entire value adding process from beginning to end, the interaction between salespeople and customers in the final step before consumption must be vital to understand the underlying human factors at work. The authors argue that this "soft" side (human factor) determines the "hard" productivity outcomes. |
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