Applying the service profit chain in a retail environment

By R. Silvestro, S. Cross. 2000

349 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/97b4bcd53cd486ff6d8aee98d0eb44ce9ead2beb

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Markus Blut
2. T. F. Eller
3. Klaus Derfuss
4. H. Nguyen
5. A. Dean
6. Vuong Minh Ngo
7. Anja Iseke
8. Christian Korunka

Citations in the corpus

• Employee strain and job satisfaction related to an implementation of quality in a public service organization: A longitudinal study (2003, result): “[Although a positive relation between employee satisfaction and customer satisfaction is found in most of the studies, contradictory results are also found (Silvestro & Cross, 2000)].”
• The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector (2016, background): “Although customer satisfaction and customer loyalty are distinct constructs, they are highly correlated (Gelade & Young, 2005; Silvestro & Cross, 2000).”
• Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges (2004, background): “However, in general, we need to explore moderator variables such as the size and type of the unit of analysis, for example, size of store in retail studies (Silvestro and Cross, 2000), and reference to a bank or a branch in bank studies (Loveman, 1998).”
• The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2017, background): “Silvestro and Cross (2000) and Pritchard and Silvestro (2005) reproduce the complete SPC using extensive data from two retail case studies.”
• How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis (2015, background): “…J. (2010). x Journal of the Academy of Marketing Science 13 136 945 107 Seiders, Ross, Grewal, and Godfrey (2005) x Journal of Marketing 137 180 108 Silvestro and Cross (2000) x International Journal of Service Industry Management 138 114 109 Söderlund and Öhman (2003) x Journal of Consumer…”
• Using SERVQUAL to Measure the Quality of the Classroom Experience (2008, neutral): “…Parasurma, & Grewal, 1998), customer loyalty (Aldaigan & Buttle, 2002; Lee, Lee, & Yoo, 2000; McDougal & Leevesque, 2000), and various profitability and market-related performance measures (Kamurka, Mittal, de Rosa, & Mazzon, 2002; Silvestro & Cross, 2000; Zeithaml, Berry, & Parasuraman, 1996).”