Measuring Managerial Effectiveness During The Implementation of Service Strategies

Abstract

In service firms performance is contingent upon the operations strategy being pursued. However, little research has been reported which empirically examines the implementation of operations strategy in service firms. We argue that implementing fill operation strategy in service is primarily done through the use of human resources. We then test the proposition that in service firms the most effective operations managers are the ones that make the most effective use of their human resources. This paper develop measures of strategic implementation and tests hypotheses about the effect of strategic implementation on firm performance using published data from the National Basketball Association.