User profiles for Laszlo Sajtos
Laszlo SajtosUniversity of Auckland Verified email at auckland.ac.nz Cited by 2668 |
A new perspective on market dynamics: Market plasticity and the stability–fluidity dialectics
Several researchers have pointed out that if marketing is to develop as a discipline and
contribute to solving complex business and societal challenges, it should question the …
contribute to solving complex business and societal challenges, it should question the …
Impact of service failure: The protective layer of customer relationships
Although there has been considerable research about service failure in the last 15 years,
scholars have only recently started to examine its impact on relational constructs. This study …
scholars have only recently started to examine its impact on relational constructs. This study …
The strategic role of relational capabilities in the business-to-business service profit chain
V Theoharakis, L Sajtos, G Hooley - Industrial marketing management, 2009 - Elsevier
This paper extends the original service profit chain by examining the role of relational
capabilities with employees, customers and strategic partners on process and performance …
capabilities with employees, customers and strategic partners on process and performance …
Challenges and opportunities for marketing scholars in times of the fourth industrial revolution
Artificial Intelligence (AI) and 5G connectivity have been identified as drivers of the so-called
Fourth Industrial Revolution (FIR). AI and 5G, through emerging technologies such as …
Fourth Industrial Revolution (FIR). AI and 5G, through emerging technologies such as …
Employee-(ro) bot collaboration in service: an interdependence perspective
Purpose Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is
expected to play a vital role in service delivery in these increasingly disrupted times. Firms are …
expected to play a vital role in service delivery in these increasingly disrupted times. Firms are …
The dual mechanism of sales capabilities in influencing organizational performance
In most companies, sales organizations play an increasingly strategic role in creating a
competitive advantage for the firm. In contrast to marketing capabilities, sales capabilities are not …
competitive advantage for the firm. In contrast to marketing capabilities, sales capabilities are not …
It is all in good humor? Examining the impact of salesperson evaluations of leader humor on salesperson job satisfaction and job stress
Salesperson job stress and job satisfaction have been identified as critical factors affecting
job performance. Academic research suggests that sales managers can influence …
job performance. Academic research suggests that sales managers can influence …
Brand love: Corroborating evidence across four continents
The brand love conceptualization developed by Batra and his colleagues (2012) provides
an integrative view of love as an emotional relationship between customers and their loved …
an integrative view of love as an emotional relationship between customers and their loved …
Boundary objects for institutional work across service ecosystems
Purpose Institutional arrangements for collaborative purposes have gained increasing attention
within research on service ecosystems. For collaborations to be effective, actors need to …
within research on service ecosystems. For collaborations to be effective, actors need to …
Tactical use of rewards to enhance loyalty program effectiveness
A key member benefit for participating in a loyalty program (LP) is the rewards earned for
points accrued. One popular reward structure is a catalog of many diverse items. The rewards …
points accrued. One popular reward structure is a catalog of many diverse items. The rewards …