Konferenzbeitrag
The Impacts of Team Management on Customer Service: The Mediating Role of Operation Flexibility
The study aims to determine the impact of team management and service operations flexibility on customer service. Service operations flexibility is divided into external flexibility and internal robustness. A mediation model is proposed that links team management to customer service via operation flexibility. Drawing on a sample of 475 of operations managers of various service sectors in Malaysia and South Africa, Structural Equation Modeling (SEM) was employed to test the relationship using SMART-PLS procedures. It was found that a significant relationship was established between team management to customer service via both operations flexibility dimensions. Theoretical and managerial implications are offered to explain the results.
- Language
-
Englisch
- Bibliographic citation
-
10419/209188
- Classification
-
Management
- Subject
-
team management
operations flexibility
PLS
service industry
- Event
-
Geistige Schöpfung
- (who)
-
Idris, Fazli
Mohammad, Jehad
- Event
-
Veröffentlichung
- (who)
-
epubli GmbH
- (where)
-
Berlin
- (when)
-
2014
- Handle
- Last update
-
10.03.2025, 11:44 AM CET
Data provider
This object is provided by:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
Object type
- Konferenzbeitrag
Associated
- Idris, Fazli
- Mohammad, Jehad
- epubli GmbH
Time of origin
- 2014
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