The implications of service-dominant logic and integrated solutions on the sales function

This study explores the implications of an organization moving toward service-dominant logic (S-D logic) on the sales function. Driven by its customers’ needs, a service orientation by its nature requires personal interaction and sales personnel are in an ideal position to develop offerings with the customer. However, the development of S-D logic may require sales staff to develop additional skills. Employing a single case study, the study identified that sales personnel are quick to appreciate the advantages of S-D logic for customer satisfaction and six specific skills were highlighted and explored. Further, three propositions were identified: in an organization adopting S-D logic, the sales process needs to elicit needs at both embedded-value and value-in-use levels. In addition, the sales process needs to coproduce not just goods and service attributes but also attributes of the customer’s usage processes. Further, the sales process needs to coproduce not just goods and service attributes but also attributes of the customer’s usage processes.

Cybernetics – the modern science of systems

This article has been written in memory of Norbert Wiener and is dedicated to him. Takes a look at how cybernetics provides an extremely useful framework for the control and operation of real-world systems. With the true advent of computers and simple communications, many more processes can and will be viewed from a systems standpoint. Examples are given of how cybernetics can be applied to industrial processes and how it is seen as an important, integral part of future systems science.