Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 10 of 10 for “"Service-profit chain"”.
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Sustainability of the Service-Profit Chain
… decisions have an impact on the bottom-line profits and on the market penetration of the organization. Some decisions have more impact than others do and not all such decisions are evaluated for their impact. The Service-Profit Chain (SPC) framework brings together several components like …
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Value delivery through product-based service
Products and services are two ways firms delivery value to customers. In some situations firms augment physical products with services related to that product. In other situations the service offered to customers is the primary offering and it is enabled by a product. This paper investigates …
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Perspectives on the management of customer/supplier relationships in a business-to-business, capital goods environment.
… management before finding expression in the Service-Profit Chain model. The application of this model to a business-to-business environment is carefully considered throughout. From a wide client base, not all customers could be accommodated in the research and so a method of customer …
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The relationship between hotel staff service delivery with customer attitudinal loyalty and financial outcomes
… research study tests the conceptual model of the service-profit chain construct that suggests a strong linkage between external service value, customer satisfaction, customer loyalty, and financial growth (Heskett, Jones, Loveman, Sasser, & Schlesinger, 2008). The study identified key variables of …
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Internal marketing and employee satisfaction : a missing link in Japanese service management
… companies, supported by accomplishments in service management based on of the Service-Profit Chain and organizational behavior. However, it is still uncommon for Japanese service companies to introduce these concepts, being strongly influenced by Japanese culture and tradition. This thesis …
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Investigating the Transfer of Service Culture through Internal Service Quality: A Case of Subsidiary Hotels in an Emerging Market like Nigeria
This study explores how foreign owned service firms with headquarters in developed markets transfer their service culture into a country with an emerging market like Nigeria. This study is motivated by the need to understand this process considering the unique features of these markets, and the …
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When job dissatisfaction leads to customer-oriented citizenship behaviors
… the withdrawal model in the frontline setting of service organizations by considering continuance commitment and supervisory support as moderators of the relationship between job dissatisfaction and customer-oriented citizenship behaviors (COCBs). Departing from traditional research in the areas …
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Analysis of the supply of serviced office space
… solutions in a historically inflexible asset. Serviced offices combine office space, technology and support into a global network of fully furnished, staffed and equipped offices and meeting rooms, available to occupy or vacate on flexible terms, and tailored to the specific business needs of …
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The impact of customer-related strategies on shareholder value
… and sales, and almost no relationship with profitability. The 'customer perspective' of the balanced scorecard (BSC) suggests that measures of customer satisfaction might provide leading indicators with the ability to predict a firm's future financial performance; but empirical research has …
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The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction
The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice …