publication . Article . 1995

The Impact of a Customer Service Intervention and Facility Design on Firm Performance

Joanne M. Sulek; Mary R. Lind; Ann S. Marucheck;
Open Access
  • Published: 01 Jan 1995 Journal: Management Science, volume 41, issue 11 November, pages 1,763-1,773
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. A theoretical model relating the customer service intervention, variations in store design, and customer ...
Subjects
free text keywords: service quality, customer satisfaction, customer service intervention, service standards, facility design service productivity, Management Science and Operations Research, Strategy and Management, Customer profitability, Customer reference program, Service quality, Customer advocacy, Economics, Customer equity, Customer to customer, Marketing, Customer retention, Customer intelligence
Powered by OpenAIRE Open Research Graph
Any information missing or wrong?Report an Issue
publication . Article . 1995

The Impact of a Customer Service Intervention and Facility Design on Firm Performance

Joanne M. Sulek; Mary R. Lind; Ann S. Marucheck;