im PublikationsserverTitelangaben
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) 3.
- S. 41-61.
ISSN 0022-2429
Volltext
|
Link zum Volltext (externe URL): https://doi.org/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.
Forschungsprojekte
Weitere Angaben
| Publikationsform: | Artikel |
|---|---|
| Schlagwörter: | service–profit chain, meta-analysis, customer satisfaction, employee satisfaction, firm performance |
| Sprache des Eintrags: | Englisch |
| Institutionen der Universität: | Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > ABWL und Dienstleistungsmanagement |
| DOI / URN / ID: | 10.1509/jm.15.0395 |
| Open Access: Freie Zugänglichkeit des Volltexts?: | Nein |
| Peer-Review-Journal: | Ja |
| Verlag: | Sage Publishing |
| Die Zeitschrift ist nachgewiesen in: | |
| Titel an der KU entstanden: | Ja |
| KU.edoc-ID: | 19930 |
Letzte Änderung: 11. Dez 2021 15:44
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/19930/
