Developing Sustainable Performance Measurement System for Emerging Quick Service Restaurant Chains

Ibrahim A. Elshaer, Remon S. Fouad and Abu Elnasr E. Sobaih
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Ibrahim A. Elshaer: College of Business Administration, King Faisal University, Saudi Arabia & Suez Canal University, Egypt
Remon S. Fouad: COSTA, Egypt
Abu Elnasr E. Sobaih: College of Business Administration, King Faial University, Saudi Arabia & Helwan University, Egypt

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2021, vol. 12, issue 3, 1-19

Abstract: This research evaluates the practices of performance measurement systems (PMSs) in quick-service restaurant (QSR) chains. It proposes a sustainable PMS (SPMS) for emerging QSR chains enabling them to enhance their practices and achieve their strategic goals. A sequential explanatory mixed methodology was undertaken starting with self-administered survey directed to QSR managers in international and national chains in Egypt. This informed the second phase of a Delphi study with QSR experts. The results showed significant differences between the practices of PMSs in international and national chains. The research used an innovative approach to develop a meaningful and SPMS for supporting emerging QSR chains to enable them functioning properly in their environment, achieve their economic and operational goals, and compete successfully with international QSRs. Implications and limitations of the study were also discussed.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:12:y:2021:i:3:p:1-19

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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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