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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
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