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Keywords: Service-profit chain
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Journal Articles
Exploring service climate and employee performance in multicultural service settings
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2017) 31 (7): 784–798.
Published: 12 October 2017
... performance. Business-to-business services Service climate Interdependence Independence Internal service quality Service-profit chain 26 08 2016 05 03 2017 30 06 2017 12 07 2017 12 07 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed...
Journal Articles
Leading to customer loyalty: a daily test of the service-profit chain
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 585–598.
Published: 14 September 2015
...Susan E. Myrden; E. Kevin Kelloway Purpose – The purpose of this paper is to explore a dynamic version of the service-profit chain. The paper examines the relationship between daily leadership behaviors, daily job satisfaction and daily employee engagement on customer outcomes in a service-based...
