Consider this situation. After years of product leadership, a major computer company recognizes that its products are commodities, so it announces a service orientation: to find the best systems for customer needs regardless of who makes them. How does the company keep that promise? For selling the company’s machines. And do any field sales managers want their areas to lag in selling the company’s product? Of course not. So they deny that the company has changed it orientation. They reinforce the old view of the customer as a source of orders for what the company already makes.