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Serving the Customer

The Role of Selling and Sales

Thomas Aichner (Herausgeber)

Buch | Hardcover

XVIII, 388 Seiten

2023 | 1st ed. 2023
Springer Fachmedien Wiesbaden GmbH (Verlag)
978-3-658-39071-6 (ISBN)

Lese- und Medienproben

Inhaltsverzeichnis (PDF)

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This book examines key aspects of selling and the sale of goods and services in B2C and B2B. Renowned scholars and practitioners contributed their expertise with a wide range of articles about how to serve customers and the role of selling and sales. Their research results and practical experiences can be used as a basis for further research as well as implemented by small, medium-sized and globally operating companies. The 13 chapters are organized in four parts, starting with (I) value creation and selling services, followed by (II) business negotiations and sales in B2B, (III) using technology and innovation to increase sales and study consumers, and finishing with two chapters about sales competencies on the one hand and a critical piece about consumption on the other hand under (IV) selling more or consuming less?The European perspective adopted in the book provides both international researchers and entrepreneurs, as well as those already working in Europe, with a better understanding of the market and the dynamics in the consumer and business sectors.
Excerpt from the content

The meaning of value creation and value-in-use in selling services
The vital role of pricing, customer participation, and the responsibilities of front-line employees
How to negotiate the sale in B2B and purchase of three distinct types of business services
How, why, and under which circumstances retailers are considering machine learning forecasting methods to increase sales
Proposal for an autonomous consumer business, which is about fully automating transactions between a seller and a buyer
How the Net Promoter Score works and why it can be both beneficial but also viewed skeptically
Which specific competencies sales professionals must possess to succeed and sell well
The downsides and threats of our economic system with a single-minded focus on thegrowth of sales or revenues

Prof. Dr. Thomas Aichner is an Associate Professor of Marketing who held academic positions at leading Universities and Business Schools in Austria, Germany, Italy, and Saudi Arabia. He received a joint Ph.D. in Management Engineering from the University of Padova and a Dr. rer. pol. in Business Administration from ESCP Business School, with the special mention of Doctor Europaeus. His research is focused on country of origin, mass customization, digital management, and disability.

Part I - Value Creation and Selling Services.- Part II - Business Negotiations and Sales in B2B.- Part III - Using Technology and Innovation to Increase Sales and Study Consumers.- Part IV - Selling More or Consuming Less?

Erscheint lt. Verlag	2.1.2023
Zusatzinfo	XVIII, 388 p. 24 illus., 10 illus. in color.
Verlagsort	Wiesbaden
Sprache	englisch
Maße	168 x 240 mm
Gewicht	858 g
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	B2B negotiation intercultural negotiation • Consumer Behavior • Customer-centricity • downsides and threats of our economic system • how Net Promoter Score works but viewed skeptically • machine learning forecasting sales • neuromarketing experiments regarding sales • role of sales agents • service economy and role of information technology • value-in-use in selling e-services • Which specific competencies sales professionals need
ISBN-10	3-658-39071-9 / 3658390719
ISBN-13	978-3-658-39071-6 / 9783658390716
Zustand	Neuware