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Keywords: Service-profit chain
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Journal Articles
Service-oriented human resource practices and customer outcomes: the service-profit chain perspective
Available to Purchase
Journal:
Personnel Review
Personnel Review (2022) 51 (4): 1427–1448.
Published: 20 May 2021
...Pei-Chi Chen; Nai-Wen Chi Purpose Based on the service-profit chain perspective, this study investigates whether service-oriented human resource practices can enhance customer outcomes through motivational mechanisms (i.e. intrinsic/extrinsic satisfaction) as well as emotional mechanisms (i.e...
