Combining Service and Sales at the Point of Customer Contact
研究了在客户接触点成功融合员工服务与销售职责的组织因素，发现关键在于员工对服务与销售角色互补的平衡认知，且组织环境需同时支持两种角色，否则可能导致交叉销售而忽视客户满意度。
In this article, the authors examine the organizational factors contributing to the successful commingling of employee service and sales responsibilities at the point of customer contact. Findings indicate that the key to successful commingling is a balanced orientation among customer contact personnel where their service and sales roles are viewed as complementary rather than contradictory. To ensure this, the organizational environment must support both service and sales roles, or it might run the risk of encouraging the cross-selling of additional products without creating employee concern for delivering customer satisfaction. In addition, the performance of both service and sales roles in an environment that is not conducive to these roles appears to adversely affect contact employee levels of felt stress.