Impact of super-measure management (SMM) in service industry

This study investigated the effect of service guarantee, customer relationship, managing customers, strategic alignment and leadership on customer satisfaction and performance of the company. Though sample size was small (N = 128) even so the study found interesting outcomes. The research observed a very strong relationship between company performance and customer satisfaction, managing customers and customer relationship, service guarantee and company performance, strategic alignment with customer relations, and leadership with customer satisfaction.