It’s The Service

The New York Times takes a look at the convenience cult of Wawa. With fan clubs on MySpace and LiveJournal totalling over 6,000 devotees, there’s little doubt that people love Wawa. And according to researchers at the Ohio State University, it’s not so much the hot turke sandwich, or the Wawa brand iced-tea, but instead the service. Although paying employees about the same as other convenience stores, Wawa is somehow doing a lot better at service.