The service-profit chain : a review and extension

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

This paper presents a review and suggests an extension of studies on the service-profit chain (S-PC), focusing on the paradoxical relationships among the key S-PC constructs of employee satisfaction, customer loyalty, and profitability. Our review is broad in that it encompasses prior studies in multi-disciplines. We found that many research issues on the S-PC, such as research design, moderating factors, and linearity of the causal relationships had not been addressed in the extant literature. We propose a research model grounded in social exchange theory and the resource-based view of the firm to examine the propositions of the S-PC. The aims of the proposed model are to investigate the causal ordering of the underlying constructs, examine the moderating effects on their linkages, and explore the characteristics of their relationships. This paper contributes to the literature of operations management (OM) and service management by providing important insights and research directions for the S-PC.
Original languageEnglish
Pages (from-to)617-632
Number of pages16
JournalTotal quality management & business excellence
Volume20
Issue number6
DOIs
Publication statusPublished - 2009

Keywords

  • Loyalty
  • Profitability
  • Satisfaction
  • Service-profit chain
  • Service quality

ASJC Scopus subject areas

  • Business, Management and Accounting(all)

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