Exzellenz in Dienstleistung und Vertrieb [Excellence in service and sales]: konzeptionelle Grundlagen und empirische Ergebnisse

Ahlert, Dieter and Evanschitzky, H. and Hesse, Josef (2002) Exzellenz in Dienstleistung und Vertrieb [Excellence in service and sales]: konzeptionelle Grundlagen und empirische Ergebnisse. Gabler Verlag, Wiesbaden, Germany. ISBN 3409119511

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Abstract

The tertiary sector is the growth area of the 21st Century. Not only are the pure service providers driving the expansion of its high-speed service-proven system concepts. Product manufacturers have long recognized that they and their sales organizations in the service sector have a role in the wake of the multi-channeling which network service providers need. The success of the service management concept is highly topical. The question of the secrets of success is as old as the history of the economy. The authors of this book report on relevant research studies, and the success of Münster Institute of Retail Management and Network Marketing in the areas of service and sales. The quantitative and qualitative empirical study surveys experts in the areas of new economy, sales management, banking, and franchising. This allows the systematic identification of the key factors for success, but also the formulation of concrete recommendations for practice.

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