Increasingly companies empower salespeople with a high degree of autonomy in how they price and sell services. This practice is particularly prevalent in emerging economies, especially where companies such as Unilever attempt to reach remote rural markets through autonomous salespeople drawn from those communities. The performance of salespeople, however, varies greatly across individuals in th...

In online markets, Word-of-Mouth (WOM) plays a very important role in shoppers’ online purchasing decisions, especially for experience goods. Hotels, as a form of service product, are intangible and cannot be evaluated before consumption, which makes WOM even more important. Several studies focus on the influence of online WOM on business performance. However, little attention has so far been p...

Purpose – For more than ten years, the value of additive manufacturing (AM) for after-sales service logistics has been propagated. Today, however, only few applications are observed in practice. In this paper, possible reasons for this discrepancy are discussed and a method is developed to simplify the identification of economically valuable and technologically feasible business cases. Design/m...

Autonomous „word of mouth‟, as a channel of social influence that is out of firms‟ direct control, has acquired particular importance with the development of the Internet. Depending on whether a given product or service is a good or a bad deal, this can significantly contribute to commercial success or failure. Yet the existing dynamic models of sales in marketing still assume that the influenc...

In the last years, given the high market pressure and the increased competition in several industries, the search for new business opportunity is focusing on service activities. After-Sales (AS) service has become increasingly important as a source of differentiation and market share for manufacturers and resellers, as well as a strategic driver for customer’s retention. These changes often cal...

Abstract This paper presents a performed study to develop and improve the process of after sales Latvian company specialized in manufacturing fish processing equipment. The project was developed based on an action- research methodology. During first stage study, current analysed identify issues possible improvement opportunities that could be implemented later on. Data were collected through su...

Service guarantee is a dilemma for e-sellers. As it will increase buyers’ purchase intentions, but it may leads to more return goods too. Our research makes an effort to study the influence mechanism of service guarantee, in order to help e-seller to make their retail decisions. The results of our empirical analysis indicate that the higher the strength of service guarantee is, the higher degre...

This paper aims at examining the sustainability of smartcard payment in retailing and consumer services. The analytical results of our survey data suggest that usefulness, ease of use, convenience, automatic addvalue service, security, reliability, and participation of popular service providers have considerable effects on continuous use of smartcard payment. The present work empirically identi...