WHY SERVICE ORGANIZATIONS FAIL TO GET DESIRED RESULTS: THE FRONTLINE MANAGERS’ PERSPECTIVE

摘要

This descriptive study identifies why service organizations fail to get desired results in theserapidly changing times. A structured survey was distributed to 274 front-line managers from aconsortium of service organizations operating in the transportation and distribution industries.The sample of front-line managers rank ordered the top 25 factors that negatively impact theirorganizations’ ability to get desired results. The causes and the consequences of each factor arediscussed and the lessons for practicing service executives and managers are discussed. Inaddition, specific recommendations are offered that can be used to improve the performance ofservice enterprises.