The Intersection of Service and Sales: The Increased Importance of Ambidexterity

Blurring roles in the front line are changing how many organizations interact with their customers. Whereas frontline employees were tasked with functional roles of service or selling, an increased competitive environment and growing customer expectations have caused a shift requiring many employees to be effective at both selling and service. The growth of sales/service ambidexterity in both practice and research has prompted more meaningful...