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The Service-Profit Chain : Reflections, Revisions, and Reimaginations

Titelangaben

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Hogreve, Jens ; Iseke, Anja ; Derfuss, Klaus G.:
The Service-Profit Chain : Reflections, Revisions, and Reimaginations.
In: Journal of service research : JSR. (11. November 2021). - 18 S.
ISSN 1094-6705 ; 1552-7379

Volltext

Open Access
Volltext Link zum Volltext (externe URL):
https://doi.org/10.1177/10946705211052410

Kurzfassung/Abstract

Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost for service managers and researchers. In this article, we reflect on and synthesize published research to clarify what researchers have learned about the SPC and what remains less well understood. Based on an in-depth discussion of the field, we present a revised SPC and propose multiple areas in which further research would be worthwhile, such as internal service quality as specific systems of human resource management practices, both employee and customer well-being as additional mediators, different targets of employee and customer loyalty, contingencies, and non-linear and feedback effects. We conclude by reimagining the SPC, and we discuss digital and artificial-intelligence–driven changes to the SPC’s structure. Finally, based on the insights we discuss, we inform scholars of the current state of SPC research and provide a detailed agenda for future research.

Weitere Angaben

Publikationsform:Artikel
Schlagwörter:Service–profit chain, artificial intelligence, human resource management practices, research synthesis, organizational frontline employees
Sprache des Eintrags:Englisch
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
DOI / URN / ID:10.1177/10946705211052410
Open Access: Freie Zugänglichkeit des Volltexts?:Ja
Peer-Review-Journal:Ja
Verlag:SAGE Publications
Die Zeitschrift ist nachgewiesen in:
Titel an der KU entstanden:Ja
KU.edoc-ID:28873
Eingestellt am: 22. Nov 2021 13:19
Letzte Änderung: 11. Dez 2021 15:31
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/28873/
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