Omineca Herald, April, 11, 1928

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Behavior in behavioral strategy : capturing, measuring, analyzing

Measuring behavior requires research methods that can capture observed outcomes and expose underlying processes and mechanisms. In this chapter, we present a toolbox of instruments and techniques we designed experimental tasks to simulate decision environments and capture behavior. We deployed protocol analysis and text analysis to examine the underlying cognitive processes. In combination, these can simultaneously grasp antecedents, outcomes, processes, and mechanisms. We applied them to collect rich behavioral data on two key topics in strategic management: the exploration–exploitation trade-off and strategic risk-taking. This mix of methods is particularly useful in describing actual behavior as it is, not as it should be, replacing assumptions with data and offering a finer-grained perspective of strategic decision-making

Cross-selling in service recovery encounters – Staying under the customer’s radar to avoid salesperson stereotype activation

Contains fulltext : 112224.pdf (publisher's version ) (Open Access)AMA Winter Conference, 17 februari 201

Tackling the challenges of cross-/up-selling in customer service encounters: the employees perspective

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Sales through service: Antecedents and performance consequences of selling in customer service encounters

Item does not contain fulltext39th EMAC Conferenc