Quellenangabe:
[Editor:] Blecker, Thorsten [Editor:] Kersten, Wolfgang [Editor:] Ringle, Christian M. [Editor:] 978-3-7375-0341-9 [Title:] Innovative Methods in Logistics and Supply Chain Management: Current Issues and Emerging Practices. Proceedings of the Hamburg International Conference of Logistics (HICL), Vol. 18 [Publisher:] epubli GmbH [Place:] Berlin [Year:] 2014 [Pages:] 437-458
Zusammenfassung:
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.