Service profit chain

The paradox of the service-profit chain

The Service Profit Chain and its relationship to Improved Performance

In our rapidly changing environment, where Internet technology has significantly diminished the barriers to entry for many industries, the ability to build and sustain a competitive advantage has become increasingly difficult for organisations. Faced with intensely competitive markets and changing buyer behaviours brought on by increased consumption of Internet media, organisations need to ackn...

Impact of Service on Customers’ Demand and Members’ Profit in Supply Chain

This paper investigates the impact of provided service by the retailers and manufacturers on customers’ demand and members’ profit in a supply chain. It focuses on a supply chain structure with one manufacturer and a common retailer. The demand of customers depends on retailer price and service level. A game-theoretic framework is applied to obtain the equilibrium solutions for each entity in s...

A Bayesian Network Estimation of the Service-Profit Chain for Transport Service Satisfaction

Bayesian network methodology is used to model key linkages of the service-profit chain within the context of transportation service satisfaction. Bayesian networks offer some advantages for implementing managerially focused models over other statistical techniques designed primarily for evaluating theoretical models. These advantages are (1) providing a causal explanation using observable varia...

Re-thinking the conceptualization of customer value and service quality within the service-profit chain

Purpose – To provide an alternative view of customer value and service quality as conceptualized in the service-profit chain. Design/methodology/approach – A survey of the vast and diverse literature on the concepts of value and quality is used to reconceptualize these constructs as they are used in the service-profit chain. The concept of intrinsic value and quality is proposed as an addition ...