Browse Archives by Author: Anja Geigenmüller
It Takes Two to Tango: How Empathy Affects Sales Encounters
Jan Wieseke, PhD, Anja Geigenmüller, PhD, and Florian Kraus, PhD
In sales, retailing, or service businesses, employees' performance during personal encounters is the most influential driver of customer satisfaction...
First Impressions Matter: Initiating Trustful Service Relationships
Anja Geigenmüller, PhD
Long-term customer relationships are the building blocks of a firm's success. Practitioners and researchers have long recognized the positive effects of close customer...