Commentary

This article follows up on the points in my previous piece, where I provided an introduction about a fairly the new and multidisciplinary field of practice and research known as ‘Service Management’. The previous article discussed the importance of customer service, yet acknowledged how complex it is and how difficult it is to embed “service mindedness” into a workplace culture (culture referring to the attitude and behavioural norms in a business – that which under the surface tends to guide activities more than anything else). It was also pointed out that many of the world’s best companies leverage their positive and service-oriented organisational culture as central to their competitive position in their marketplace.

Click here to view the case study.

This business is one of the most innovative and impressive franchise businesses l have seen in almost 30 years of franchising.

How easy the words flow, “our company provides great service” and “service is what makes us better than the competition….” You’ve heard it before, and probably even said it yourself a few times!

For years the Australian QSR industry has been dominated by major players that flex their marketing muscles to the tune of tens of millions of dollars each year, using TV commercials, sporting sponsorships and celebrity endorsements to build their brands.