Service profit chain

By Adrian Furnham. 2007

499 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/36f1a740aa82f07082b2494f20a91a9e3be51d7a

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Citations in the corpus

Test of a service profit chain model in the retail banking sector (2005, background): “Heskett et al. (1997), for example, define the service profit chain as ‘involving direct and strong relationships between profit; growth; customer loyalty; customer satisfaction; the value of goods and services delivered to customers; and employee capability, satisfaction, loyalty and productivity.’”
Happiness at work. (2010, unknown): “…for average employee attitudes driving business performance has been made in the popular business press, with employee satisfaction touted as a possible lead indicator of later customer satisfaction and ﬁnancial performance in balanced score-card approaches (Heskett et al. 1997; Rucci et al. 1998).”
The Effect of Transactional and Transformational Leadership Styles on the Organizational Commitment and Job Satisfaction of Customer Contact Personnel (2007, background): “A major determinant of customer satisfaction within the service industry is the attitude of customer contact personnel (Heskett et al., 1990; Parasuraman et al., 1991). This relationship is succinctly summarized by John Smith, former CEO of Marriott Corporation, by the phrase, "you can't have happy ”
Integrating Muslim Customer Perceived Value, Satisfaction, Loyalty and Retention in the Tourism Indu (2015, background): “Many other studies have shown that loyalty is measured as a direct consequence to customer satisfaction (Heskett et al., 1997).”
Competitive advantage through service differentiation by manufacturing companies (2011, background): “The fact that services are less visible and more labordependent makes them a strategic opportunity and a sustainable source of competitive advantage (Heskett et al., 1997).”
Toward a Quality-of-Life Theory of Leisure Travel Satisfaction (2010, background): “Dissatisfaction is explained in terms of low levels of output given high levels of input (e.g., Heskett, Sasser, and Schlesinger 1997).”
Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. (2005, background): “Employees and customers in these situations appear to be playing a key role in a cycle of success spirals (Heskett et al., 1997).”
The Effect of Volunteer Management on Intention to Continue Volunteering: A Mediating Role of Job Satisfaction of Volunteers (2020, background): “Orientation and training are also essential in providing the knowledge and skills required for volunteers to carry out their responsibilities (Heskett et al., 1997).”
The (mis)representation of customer service (2005, background): “(Fuller and Smith, 1991: 10) An equally harmonious, though differently constructed relationship with the customer is also portrayed by writers from the excellence/new service management schools (Albrecht and Zemke, 2002; Bowen and Lawler, 1992; Heskett et al., 1997; Peters, 1987, 2003).”
Managing the Ethical Climate of Customer-Contact Service Employees (2005, background): “Our results also suggest that ethical control may be yet another key ingredient in the service profit chain (cf. Heskett, Sasser, and Schlesinger 1997).”
Achieving competitive advantage through implementing a replicable management standard: Installing and using ISO 9000 (2005, unknown): “Sales and profitability should increase (Heskett et al., 1997).”
On Braggarts and Gossips: A Self-Enhancement Account of Word-of-Mouth Generation and Transmission (2012, background): “On the one hand, anecdotal evidence (Hanna and Wozniak 2001; Heskett, Sasser, and Schlesinger 1997) and some empirical findings (Donavan, Mowen, and Chakraborty 1999; Kamins, Folkes, and Pernes 1997) suggest that consumers are more likely to engage in negative rather than positive WOM.”
The Long-Term Stock Market Valuation of Customer Satisfaction (2008, unknown): “The service–profit chain has also proposed a positive chain of effects from employee satisfaction to customer satisfaction to loyalty, firm revenue, and profitability (Heskett, Sasser, and Schlesinger 1997).”
Employee satisfaction, customer satisfaction, and financial performance: An empirical examination (2009, background): “The service-profit chain (Heskett et al., 1997) was developed from an analysis of service organizations with the aim of linking operational resource investments to marketing, operational, and financial outcomes.”