..., reliable results require comprehensive, up-to-date information about the installed base. The study contributes to the servitization literature by introducing a new method for utilizing installed base information and, thus, a novel approach for improving business profitability. OEMs can use...

...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...

...Rhian Silvestro; Stuart Cross This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schlesinger’s service profit chain to a single organisation, one of the UKs leading grocery retailers. The results showed correlations between profit, customer loyalty...

...Antonella Carù; Antonella Cugini The work suggests a defining approach aimed at understanding the relations between client satisfaction and business profitability, with specific reference to services management. The paper makes use of the analysis of the reasons for the separation of the client...

... squares analysis of cross‐sectional information indicated relative market share and revenue per employee were statistically significant components of profitability in this sector. States that focus on these factors may lend direction to the management of services, especially at the strategic level...

...Roger Hallowell Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability...

...Kaj Storbacka; Tore Strandvik; Christian Grönroos Addresses customer‐relationship economic issues, more specifically the link between service quality and profitability from a relationship marketing and management perspective. In this perspective the task of marketing is not only to establish...

... Competition Cross‐functional integration Customer orientation Human resource management Organizational theory Profitability Scientific management Service quality Services marketing Albrecht (1988) presents a shorter definition. Some of the information content of the above mentioned definition...