The relationship-service-profit chain: conceptual framework and propositions

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Title The relationship-service-profit chain: conceptual framework and propositions
Author Herington, Carmel Ann; Johnson, Lester W.
Journal Name International Journal of Services Technology and Management
Year Published 2010
Place of publication United Kingdom
Publisher Inderscience Publishers
Abstract This conceptual paper proposes an expanded relationship-service-profit chain as a business success model based on blending human resource management and marketing within the relationship marketing framework. The major contribution of the paper is the extension of thought and usage of the service-profit chain through the super-imposition of a relationship building approach to the provision of service. The proposed model draws on the original service-profit chain, which is further enhanced through the addition of a relationship marketing orientation guiding business culture and combining internal marketing and human resource management activities to best implement an updated service-profit chain. The enhanced relationship-service-profit chain model is introduced as a plausible explanation for previous problems encountered in the service-profit chain literature and also to provide a point of reference for future research into the association between internal service operations and external operations and sustained superior customer outcomes. Future research directions are provided.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1504/IJSTM.2010.034325
Volume 14
Issue Number 2-3
Page from 144
Page to 162
ISSN 1460-6720
Date Accessioned 2010-12-13
Language en_AU
Faculty Griffith Business School
Subject Business and Management
URI http://hdl.handle.net/10072/36698
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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