Analyzing an Unconventional Success Story Chick-fil-A Fast Food Restaurants in the USA

• Autorzy: Manko Barbara A.

Identyfikatory

DOI

10.2478/manment-2019-0087

• Języki publikacji: EN

Abstrakty

EN

The U.S. fast-food chain Chick-fil-A, Inc. has prospered financially and scored multiple rankings at or near the top of its industry by using unconventional management practices, including some that appear to be drawbacks. This paper attempts what previous academic research has not: a thorough analysis of Chick-fil-A’s practices and policies, looking at how they might function as “success factors” and how the company has turned apparent disadvantages into advantages. The practices and policies include an unusual approach to franchising, a limited menu, private ownership, absence of global expansion, a distinctive focus on customer service and employee relations, and an explicitly Christian corporate culture. Chick-fil-A’s success, with a business model that does not fit the mold of other fast-food chains, makes the company a promising subject for further research by anyone wishing to study unconventional forms of differentiation for competitive advantage.

Słowa kluczowe

EN

Chick-fil-A; fast food restaurant; quick service restaurant; customer service; social media; employees; customers; American restaurants; franchised restaurant; employee satisfaction; management practice

PL

restauracje fast food; historia restauracji szybkiej obsługi; klienci restauracji; franczyza; praktyka zarządzania; zarządzanie

• Wydawca: University of Zielona Góra, Faculty of Economics and Management
• Czasopismo: Management
• Rocznik: 2022
• Tom: Vol. 26, no. 1
• Strony: 118--143
• Opis fizyczny: Bibliogr. 53 poz., tab., wykr.

Twórcy

autor

Manko Barbara A.

• MBA in Business Analytics, Dahlkemper School of Business, Gannon University, Erie, PA USA

• https://orcid.org/0000-0001-6916-5717

Bibliografia

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