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| Tekijä: | Sulek, J. Lind, M. Marucheck, A. |
| Otsikko: | The impact of a customer service intervention and facility design on firm performance |
| Lehti: | Management Science
1995 : NOV, VOL. 41:11, p. 1763-1773 |
| Asiasana: | SERVICE PRODUCTIVITY STANDARDS |
| Kieli: | eng |
| Tiivistelmä: | 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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