Applying the service profit chain in a retail environment - challenging the "satisfaction mirror"
Pritchard, Michael and Silvestro, Rhian. (2000) Applying the service profit chain in a retail environment - challenging the "satisfaction mirror". International Journal of Service Industry Management, 11 (3). pp. 244-268. ISSN 0956-4233Full text not available from this repository.
Official URL: http://dx.doi.org/10.1108/09564230510613997
This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schlesinger's service profit chain to a single organisation, one of the UKs leading grocery retailers. The results showed correlations between profit, customer loyalty, customer satisfaction, service value, internal service quality, output qualify and productivity; however there was no support for the claim that these ave driven by employee satisfaction and loyalty. In fact, to the contrary, there was a strong correlation between employee dissatisfaction and store profitability. This research raises questions about the robustness of a central premise of the service profit chain, which is that strong business performance is the result of a mirror-effect between employee and customer satisfaction. The paper considers the implications for management and calls for the development of a contingency based understanding of the drivers of business success.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Divisions:||Faculty of Social Sciences > Warwick Business School > Operations Management
Faculty of Social Sciences > Warwick Business School
|Journal or Publication Title:||International Journal of Service Industry Management|
|Publisher:||Emerald Group Publishing Ltd.|
|Number of Pages:||25|
|Page Range:||pp. 244-268|
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