Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry

Effect of service supplier performance on satisfaction and loyalty of store managers in the fast... The paper presents research that examines the complex relationship between service quality and profitability in service operations. Specifically, the effects of operational performance and relational performance on customer satisfaction and loyalty in the unique context of industrial services are examined. A model of service performance effects on customer satisfaction and loyalty is introduced and tested in the fast food service industry using customer perceptions of provider performance rather than relying on providers' self-reported performance indicators. The research revealed that the benefit of establishing customer relationships emerges from the enhanced insight the supplier is able to gain regarding customer needs and wants. Upon learning of these needs and wants, the service provider can focus on operational means of meeting the needs and wants, and doing so in the lowest cost manner. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Operations Management Elsevier

Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry

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Publisher
Elsevier
Copyright
Copyright © 1999 Elsevier Science B.V.
ISSN
0272-6963
DOI
10.1016/S0272-6963(98)00052-7
Publisher site
See Article on Publisher Site

Abstract

The paper presents research that examines the complex relationship between service quality and profitability in service operations. Specifically, the effects of operational performance and relational performance on customer satisfaction and loyalty in the unique context of industrial services are examined. A model of service performance effects on customer satisfaction and loyalty is introduced and tested in the fast food service industry using customer perceptions of provider performance rather than relying on providers' self-reported performance indicators. The research revealed that the benefit of establishing customer relationships emerges from the enhanced insight the supplier is able to gain regarding customer needs and wants. Upon learning of these needs and wants, the service provider can focus on operational means of meeting the needs and wants, and doing so in the lowest cost manner.

Journal

Journal of Operations ManagementElsevier

Published: Jun 1, 1999

References

  • Improving the measurement of service quality
    Brown, T.J; Churchill, G.A; Peter, J.P
  • A theory of production competence
    Cleveland, G; Schroeder, R.G; Anderson, J.C
  • A service quality process map for credit card processing
    Collier, D.A
  • Relational behavior in business markets
    Leuthesser, L; Kohli, A.K
  • Segmentation of markets based on customer service
    Sharma, A; Lambert, D.M
  • A theory of production competence revisited
    Vickery, S.K
  • Production competence and business strategy: do they affect business performance?
    Vickery, S.K; Dröge, C; Markland, R.E
  • Strategic production competence: convergent, discriminant, and predictive validity
    Vickery, S.K; Dröge, C; Markland, R.E
  • Dimensions of manufacturing strength in the furniture industry
    Vickery, S.K; Dröge, C; Markland, R.E
  • The relationship between service customers' quality assurance behaviors, satisfaction, and effort: a cost of quality perspective
    Youngdahl, W.E; Kellogg, D.L

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