The Determinants of Efficient Operation in Service Profit Chain
The service industry is playing an increasingly important role in the future economic structure. It is the source of development in the leading economic status and an important impetus to the world economic integration. This article, mainly based on the Service Profit Chain theory, discusses the operating mechanism contributed to enterprises by service; the customer and staff’s satisfaction and loyalty. The enterprise’s internal operational quality is the determinant that affects the service value and there is a close logical relationship between them. This article also uses examples to illustrate these relationships as far as possible: Enterprise revenue growth and profitability and customer loyalty relationship; customer satisfaction is a prerequisite for customer loyalty; service value determines customers’ satisfaction; service value is determined by staff’s satisfaction and loyalty; staff satisfaction depends on the enterprises’ technical support and incentive policies for their staff.
Service industry Service profit chain customer loyalty determinant
Huimin Sun
Department of Business Administration of Economics and Management School Wuhan University Wuhan, Hubei, China
国际会议
The Third International Conference on Operations and Supply Chain Management(第三届运营与供应链管理国际会议)
武汉
英文
777-782
2009-07-28（万方平台首次上网日期，不代表论文的发表时间）