The Role of the Sales-Service Interface and Ambidexterity in the Evolving Organization: A Multilevel Research Agenda

Douglas E. Hughes
Douglas E. Hughes
Arun Sharma
Arun Sharma

Journal of Service Research, pp. 59-75, 2017.

Cited by: 10|Bibtex|Views7|

Abstract:

Despite a long history of independent sales and service functions within organizations, customers are pressuring organizations to rethink their sales and service operations. Specifically, customers expect organizations to offer a “single face” of the firm rather than being forced to interact with multiple agents across both sales and serv...More

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