Main Article Content
This study was conducted in a national retail pharmacy company’s stores inWestern North Carolinato examine the impact of the reduction of store staffing, primarily pharmacists and service staff, on customers’ satisfaction with service time. Customer arrival rates and service times for each queue were conducted to determine optimal staffing. A random customer survey in multiple store locations provided customers’ perceptions of service quality. Analysis determined that over 30% of the customers surveyed were dissatisfied with service time. A regression analysis demonstrated a significant linear relationship (σ = 0.05) between total service time and customer satisfaction. Study results indicate that cutting staff could result in an unacceptable loss of a competitive advantage. Payroll cost savings of less than $70,000 per year could result in lost revenue dollars in excess of $1,700,000 per year. Thus reducing staff hours (decreasing payroll) in the short term may negatively impact long-term effectiveness and productivity.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
The copyediting stage is intended to improve the flow, clarity, grammar, wording, and formatting of the article. It represents the last chance for the author to make any substantial changes to the text because the next stage is restricted to typos and formatting corrections. The file to be copyedited is in Word or .rtf format and therefore can easily be edited as a word processing document. The set of instructions displayed here proposes two approaches to copyediting. One is based on Microsoft Word's Track Changes feature and requires that the copy editor, editor, and author have access to this program. A second system, which is software independent, has been borrowed, with permission, from the Harvard Educational Review. The journal editor is in a position to modify these instructions, so suggestions can be made to improve the process for this journal.
Budros, A. (1999). A conceptual framework for analyzing why organizations downsize. Organization Science, 10 (1), 69-82.
Capelli, P. (2000). Examining the incidence of downsizing and its effect on establishment performance. In D. Neumark, (Ed.). On the job: Is long-term employment a thing of the past? New York: Russell Sage Foundation.
Emmons, H., Flowers, A.D., Khot, C.M., & Mathur, K.. (2001). Storm 4.0 for Windows Quantitative: Modeling for decision Support, Lakeshore Communications, Euclid, Ohio.
Gaither, N., & Frazier, G. (2001). Operations management. Cincinnati: South-Western/Thomson Learning.
Hughes, J.W., & Seneca, J.J. (2010). U.S. employment travels long bumpy road to recovery. Phi Kappa Phi Forum, 90 (2), 16-17.
Keaveney, S.M. (1995). Customer switching behavior in the service industries: An exploratory study. Journal of Marketing, 59(2), 71-82.
Moore J.M., Lee, S.M., & Taylor III, B.W. (1993). Management science, 4th Edition, Needham Heights, MA, USA: Allyn and Bacon.
Munichor, N. & Rafaeli, A. (2007). Numbers or apologies? Customer reactions to telephone waiting time fillers, Journal of Applied Psychology, 92(2), 511-518.
Sridhar, M.S., (2001), Waiting lines and customer satisfaction. SRELS Journal of Information Management, 38(2), 99-112.
Van der Wiele, T., Boselie, P., & Hesselink, M. (2002). Empirical evidence for the relationship between customer satisfaction and business performance. Managing Service Quality, 12(3), 184-193.
Zeithaml, V.A., Parasuraman, A., & Berry, L.L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York, NY: The Free Press.