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.
- Sprache
-
Englisch
- Erschienen in
-
10419/209188
- Klassifikation
-
Management
- Thema
-
team management
operations flexibility
PLS
service industry
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Idris, Fazli
Mohammad, Jehad
- Ereignis
-
Veröffentlichung
- (wer)
-
epubli GmbH
- (wo)
-
Berlin
- (wann)
-
2014
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:44 MEZ
Datenpartner
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Konferenzbeitrag
Beteiligte
- Idris, Fazli
- Mohammad, Jehad
- epubli GmbH
Entstanden
- 2014
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