... about how much profit the service company is making and whether there are significant differences to physical goods. Design/methodology/approach Building on justice and equity theory, a causal model is developed – which analyses the main antecedents (seller profits vs customer value), moderators...

...Timothy L. Keiningham; Lerzan Aksoy; Robert M. Daly; Kathy Perrier; Antoine Solom Purpose This research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service‐profit chain using data from another Western European retailer operating in the same...

...Michael Pritchard; Rhian Silvestro Purpose The purpose of this paper is to apply Heskett, Sasser and Schlesinger's service profit chain to a single retail service with a view to developing a better understanding of the performance linkages between employee perceptions and performance, customer...

... are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit. Empirical studies support many of these associations and streams of research link them into linear sequences. However, the evidence is not unequivocal and this review...

...Ken Bates; Hilary Bates; Robert Johnston Adds to the stream of research concerned with understanding the relationship between good service and profit. Takes a broader perspective than recent studies and asks does the financial performance of those organisations with a reputation for service...

...R.S.M. Lau Service profit chain is a well‐received model to explain the sustainable competitiveness of many service organizations. The model attributes a service organization’s financial and market performance to its relationships with its customers and employees. According to the service profit...