Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry
Article Abstract:
Research that examines the relationship between profitability in service operations and service quality was conducted focusing on the effects of operational and relational performance on customer satisfaction and loyalty in the context of industrial services. A model using customer perceptions of provider performance was introduced in the fast food service industry. It was revealed that the advantages of establishing customer relationships come from the insight gained by suppliers about customer wants and needs.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 1999
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The relationship between product customization and organizational structure
Article Abstract:
Research that examines the relationship between organizational structure and product customization was conducted. Four aspects of organizational structure, namely, formal control, decentralization, spans of control and layer were considered. A better formal control system that monitors performance in several arenas and dimensions is found to be in product customizers. Moreover, product customization could inversely forecast spans of control.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 1999
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