The Role of the Sales-Service Interface and Ambidexterity in the Evolving Organization: A Multilevel Research Agenda
Journal of Service Research, pp. 59-75, 2017.
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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