The Impacts of Team Management on Customer Service: The Mediating Role of Operation Flexibility

Fazli Idris and Jehad Mohammad

A chapter in Innovative Methods in Logistics and Supply Chain Management: Current Issues and Emerging Practices, 2014, pp 437-458 from Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management

Abstract: 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.

Keywords: team management; operations flexibility; PLS; service industry (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.econstor.eu/bitstream/10419/209242/1/hicl-2014-19-437.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:zbw:hiclch:209242

Access Statistics for this chapter

More chapters in Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL) from Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management
Bibliographic data for series maintained by ZBW - Leibniz Information Centre for Economics ().