Management Styles and Costco Success
According to recent research, there are three main management styles in service operations: the Messiah style, the Servant style, and the Commander style (Henderson & Silva, 2019). The Messiah style is characterized by a strong focus on customer satisfaction and employee empowerment, with managers taking on a mentor-like role. The Servant style is similar, but with an emphasis on collaboration and teamwork. Finally, the Commander style is more directive, with managers taking a more top-down approach and focusing on efficiency and results (Henderson & Silva, 2019). In the case of Costco, it seems that the company employs a combination of the Servant and Commander styles. According to a case study by Kim and Lee (2020), Costco’s management emphasizes both customer satisfaction and efficiency, with a strong focus on cost control and profitability. In terms of measuring success, the company uses a variety of metrics, including customer satisfaction scores and financial performance indicators such as sales and return on investment (Kim & Lee, 2020). In terms of quality, it appears that Costco does prioritize the concepts espoused by Juran, such as continuous improvement and customer focus (Kim & Lee, 2020). Cont…
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