The Service-profit Chain: An Empirical Analysis in the Hotel Industry

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

158 Downloads (Pure)

Abstrakt

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.
OriginalsprogEngelsk
TitelProceedings of the 15th International Conference Marketing Trends 2016 Madrid
RedaktørerJean-Claude Andreani, Umberto Collesei
Antal sider11
UdgivelsesstedParis-Venice
ForlagMarketing Trends Association
Publikationsdato2016
ISBN (Elektronisk)9782953281127
StatusUdgivet - 2016
BegivenhedThe 15th International Marketing Trends Conference - Isola di San Servolo, Venice, Italien
Varighed: 21 jan. 201623 jan. 2016
Konferencens nummer: 15
http://www.marketing-trends-congress.com/node/3

Konference

KonferenceThe 15th International Marketing Trends Conference
Nummer15
LokationIsola di San Servolo
LandItalien
ByVenice
Periode21/01/201623/01/2016
Internetadresse

Emneord

  • Service-profit chain
  • Employee attitudes
  • Customer loyalty
  • Company financial performance

Citationsformater