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The Service–Profit Chain: a Meta-Analytic Test of a Comprehensive Theoretical Framework

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Verfügbarkeit überprüfen

Hogreve, Jens ; Iseke, Anja ; Derfuss, Klaus G. ; Eller, Tönnjes F.:
The Service–Profit Chain: a Meta-Analytic Test of a Comprehensive Theoretical Framework.
In: Journal of Marketing. 81 (2017) 5. - S. 41-61.
ISSN 0022-2429

Volltext

Link zum Volltext (externe URL): http://journals.ama.org/doi/abs/10.1509/jm.15.0395

Kurzfassung/Abstract

The service–profit chain has served as a prominent guidepost for service managers and researchers alike. This meta-analysis provides the first comprehensive test of it, showing that all the links proposed in the service–profit chain (SPC) appear statistically significant and substantial. However, the effect sizes vary considerably, partly according to the type of service provided. Meta-analytic structural equation models show that internal service quality translates into service performance through various mechanisms, beyond employee satisfaction, and highlight the importance of the service encounter and customer relationship characteristics for customer responses. The findings indicate the need to integrate complementary paths in the SPC framework and also challenge the implicit SPC rationale that firms should always maximize employee satisfaction and external service quality to optimize firm performance.

Weitere Angaben

Publikationsform:Artikel
Schlagwörter:service–profit chain, meta-analysis, customer satisfaction, employee satisfaction, firm performance
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
Peer-Review-Journal:Ja
Titel an der KU entstanden:Ja
Eingestellt am:31. Jul 2017 14:31
Letzte Änderung:18. Jun 2018 11:22
URL zu dieser Anzeige:http://edoc.ku-eichstaett.de/19930/