Organizational structures certainly are of great importance in order to determine employees’ behaviour and performance. On the other hand, physical structures also significantly influence the way staff and customers view any company and interact with it. In service based activity, such as in...

“Rarely is customer service discretionary. It is a requisite of getting and holding business, just like the generic product itself.” Theodore Levitt thus defined the importance of the services a firm can offer in support of the sale of tangible goods.