Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/13129
Title: | The service-profit chain : an empirical analysis in high-contact service industries | Authors: | Yee, RWY Yeung, ACL Cheng, TCE |
Issue Date: | Apr-2011 | Source: | International journal of production economics, Apr. 2011, v. 130, no. 2, p. 236-245 | Abstract: | In their well-known conceptual framework of the Service-Profit Chain (SPC), Heskett et al. (1994) suggest that there are strong relationships among employee satisfaction and loyalty, service quality, customer satisfaction and loyalty, and firm profitability. However, there is little empirical evidence on this proposition. In this research, we empirically examine the relationships among employee attributes, operational performance, and business outcomes. We collected data from 210 high-contact service shops in Hong Kong. Using structural equation modeling, we find that most of the postulated relationships in SPC are highly significant, supporting the SPC concept. Our findings parallel anecdotal evidence in many service organizations that an increase in employee satisfaction and loyalty triggers a corresponding change in customer satisfaction and loyalty, resulting in significant increase in sales revenues. We provide strong empirical evidence that employee satisfaction and loyalty play a significant role in enhancing the operational performance of organizations in the high-contact service sectors. | Keywords: | Empirical research Firm profitability Loyalty Satisfaction Service-profit chain |
Publisher: | Elsevier | Journal: | International journal of production economics | ISSN: | 0925-5273 | DOI: | 10.1016/j.ijpe.2011.01.001 | Rights: | © 2011 Elsevier B.V. All rights reserved. © 2011. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/. The following publication Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2011). The service-profit chain: An empirical analysis in high-contact service industries. International Journal of Production Economics, 130(2), 236-245 is available at https://dx.doi.org/10.1016/j.ijpe.2011.01.001. |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Yee_Service-profit_Chain_High-contact.pdf | Pre-Published version | 1.03 MB | Adobe PDF | View/Open |
Page views
187
Last Week
1
1
Last month
Citations as of Apr 21, 2024
Downloads
134
Citations as of Apr 21, 2024
SCOPUSTM
Citations
66
Last Week
1
1
Last month
0
0
Citations as of Apr 19, 2024
WEB OF SCIENCETM
Citations
51
Last Week
0
0
Last month
0
0
Citations as of Apr 18, 2024
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.