The Intersection of Service and Sales: The Increased Importance of Ambidexterity
探讨一线员工需同时具备销售与服务能力的双元能力趋势，综述特刊论文并指出未来研究方向，适合关注服务营销与组织管理的学者。
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 investigation of the topic. The purpose of this article is to provide a brief background of ambidexterity and positioning of the topic. We provide a discussion of the articles compiled in this special issue and the synergy across papers. We conclude with the implications of this research and avenues for future research.