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Browse Archives by Author: Florian Kraus

It Takes Two to Tango: How Empathy Affects Sales Encounters
[6/1/2013]
Jan Wieseke, PhD (Germany), Anja Geigenmüller, PhD(Germany), and Florian Kraus, PhD (Germany)
In sales, retailing, or service businesses, employees' performance during personal encounters is the most influential driver of customer satisfaction..


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