Customer-focused service management as an approach of enhancing service culture among fastfood chains

Abstract

Current study aimed at examining the influence of customer-focused service management on spreading service culture inside the organization. In order to test the eligibility of such hypotheses quantitative survey was distributed on (278) workers within fast food restaurants in Amman- Jordan. The sample contained marketing managers and sales representatives from the chose international chain fast-food restaurants. Results of study indicated that there is an influence of customerfocused service management on service culture that is attributed to leadership and people working in the organization, it was meant leadership and due to its close connection to employees can help in spreading awareness regarding service quality and people themselves should have the in-depth awareness of the importance of quality in general and service quality in particular. Study recommended that service culture shouldn't be spread among frontline employees only, it should surpass to the leaders, middle management, higher management and CEO, and Understanding customer expectations has to rhyme with organizational mission and vision; employees must have full understanding of their organization's mission and vision before starting to understand service culture.