Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/23835
Title: The service-profit chain : a review and extension
Authors: Yee, RWY
Yeung, ACL 
Cheng, TCE 
Lai, KH 
Keywords: Loyalty
Profitability
Satisfaction
Service-profit chain
Service quality
Issue Date: 2009
Publisher: Routledge, Taylor & Francis Group
Source: Total quality management & business excellence, 2009, v. 20, no. 6, p. 617-632 How to cite?
Journal: Total quality management & business excellence 
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.
URI: http://hdl.handle.net/10397/23835
ISSN: 1478-3363
EISSN: 1478-3371
DOI: 10.1080/14783360902924259
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

WEB OF SCIENCETM
Citations

8
Last Week
0
Last month
0
Citations as of Nov 15, 2017

Page view(s)

51
Last Week
0
Last month
Checked on Nov 19, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.