Publication

The role of sales plays a critical part in facilitating the shift from industrial goods to a service business model for manufacturers. This is because salesperson serves as a primary touchpoint with customers. However, transforming a sales organization from a product-oriented to a service-oriented structure is a complex and challenging process. Furthermore, the role of sales differs significantly between Japanese and Western companies. This study analyzes survey data from customers in the information systems industry to examine how the characteristics of service sales influence sales performance. In addition, it examines the differences in the roles of sales between Japanese and Western companies.