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Full-Text Articles in Business
Deselling: Cross-Selling Without Upsetting Customers, Molly R. Burchett
Deselling: Cross-Selling Without Upsetting Customers, Molly R. Burchett
Theses and Dissertations--Marketing and Supply Chain
To boost revenue, many firms are encouraging their service salespeople to cross-sell while providing a service; but cross-selling can upset customers. How, then, may firms effectively cross-sell without upsetting customers? The authors address this question by introducing the concept of deselling behaviors, defined as service salespeople’s actions that are incongruent with persuasive intent. They combine insights gleaned from 101 inconspicuous, fly-on-the-wall videos of actual service salesperson-customer exchanges with theoretical underpinnings of the persuasion knowledge model and reactance theory to advance a novel conceptual framework of deselling behaviors. Their framework advances prior literature by illuminating three unique sets of deselling …
Managing Paradoxes Of Ambidexterity: The Impact Of Exploration And Exploitation On Firm Performance, Lixun Su
Managing Paradoxes Of Ambidexterity: The Impact Of Exploration And Exploitation On Firm Performance, Lixun Su
Graduate Theses, Dissertations, and Problem Reports
This dissertation examines the impacts of exploration, exploitation, and ambidexterity on firm performance in three essays. Since exploration and exploitation have their own advantages and disadvantages, there are many debates over their impacts on firm performance. To synthesize the conflicting empirical results, the first essay conducted a meta-analytic study and demonstrates that ambidexterity in the product domain increases firm performance while ambidexterity in the market domain does not significantly influence firm performance. In addition, the results show that it is not necessary for all firms (e.g., resource-constrained firms) to pursue ambidexterity. Thus, the second and third essays examine how to …