search query: @indexterm productivity / total: 1465
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| Author: | Sulek, J. Lind, M. Marucheck, A. |
| Title: | The impact of a customer service intervention and facility design on firm performance |
| Journal: | Management Science
1995 : NOV, VOL. 41:11, p. 1763-1773 |
| Index terms: | SERVICE PRODUCTIVITY STANDARDS |
| Language: | eng |
| Abstract: | The purpose of this research was to investigate the impact of a customer service intervention and store design on store performance within a regional food retailing chain. A longitudinal study examines the organization's implementation of a customer service intervention which utilized new service standards and customer feedback mechanisms. Moreover, the chain provided a natural experiment, since the forty-six stores in this chain represented three levels of facility design ranging from the traditional supermarket to the extended "store of the future" format. |
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