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.

Visualizing a logic of dependability arguments

This paper offers general guidelines for the development of effective visual languages. That is, languages for constructing diagrams that can be easily and readily interpreted and manipulated by the human reader. We use these guidelines first to examine classical AND/OR trees as a representation of logical proofs, and second to design and evaluate a visual language for representing proofs in LofA: a Logic of Dependability Arguments, for which we provide a brief motivation and overview.