Test of a service profit chain model in the retail banking sector

By Garry A. Gelade, S. Young. 2005

249 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/cf21aa1aa60d9615e5a941555b7f204fc2ef008e

How researchers see this paper

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

In Marketing

1. H. Nguyen
2. Vuong Minh Ngo
3. Marshall Schminke
4. Toon W. Taris
5. P. Schreurs
6. Maribeth Kuenzi

In Organizational Behavior and Human Resource Management

1. Maribeth Kuenzi
2. Toon W. Taris
3. P. Schreurs
4. H. Nguyen
5. Vuong Minh Ngo
6. Marshall Schminke
7. Arnold B. Bakker
8. Wilmar B. Schaufeli

Citations in the corpus

• Assembling Fragments Into a Lens: A Review, Critique, and Proposed Research Agenda for the Organizational Work Climate Literature (2009, background): “Other researchers have shown similar results, indicating that service climate is related to customer satisfaction (Dietz et al., 2004; Gelade & Young, 2005).”
• Well-being and organizational performance: An organizational-level test of the happy-productive worker hypothesis (2009, result): “In line with this reasoning, previous research on the relationship between employee job satisfaction and client satisfaction confirmed that both concepts are positively associated (e.g., Dormann & Kaiser, 2002; Gelade & Young, 2005, for reviews).”
• 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).”