The Service-profit Chain

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The Service-profit Chain

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dc.contributor.author Grønholdt, Lars
dc.contributor.author Martensen, Anne
dc.date.accessioned 2016-01-29T07:33:19Z
dc.date.available 2016-01-29T07:33:19Z
dc.date.issued 2016-01-29
dc.identifier.uri http://hdl.handle.net/10398/9274
dc.description.abstract This paper examines the links between employee attitudes, customer loyalty and company profitability. From a conceptual point of view, this employee-customer-profit chain, also known as the service-profit chain, is well founded and generally accepted. But for many companies, it seems difficult to demonstrate such links, and several issues must be addressed to uncover the links. To investigate these links empirically, a hotel chain provided data matching employee and customer measures with measures of profitability. We have successfully employed a modeling approach, and the paper reports empirical evidence of the employee-customer-profit chain. As it is possible to estimate the links, we have demonstrated their effect on company profitability. The research findings provide a better understanding of the service-profit chain and may help practitioners in improving company financial performance. en_US
dc.format.extent 11 en_US
dc.language eng en_US
dc.subject.other Service-profit chain en_US
dc.subject.other Employee attitudes en_US
dc.subject.other Customer loyalty en_US
dc.subject.other Company financial performance en_US
dc.title The Service-profit Chain en_US
dc.type cp en_US
dc.contributor.corporation Copenhagen Business School. CBS en_US
dc.contributor.department Institut for Afsætningsøkonomi en_US
dc.contributor.departmentshort en_US
dc.contributor.departmentuk Department of Marketing en_US
dc.contributor.departmentukshort MARKETING en_US
dc.description.notes Paper presented at the 15th International Marketing Trends Conference (IMTC), 21-23 January 2016, Venice, Italy en_US
dc.publisher.city Frederiksberg en_US
dc.publisher.year 2016 en_US
dc.title.subtitle An Empirical Analysis in the Hotel Industry en_US


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