UNSPECIFIED. (2003) Linking service to profit: the business case for service excellence. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 14 (2). pp. 173-183. ISSN 0956-4233

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Abstract

Adds to the stream of research concerned with understanding the relationship between good service and profit. Takes a broader perspective than recent studies and asks does the financial performance of those organisations with a reputation for service excellence differ markedly from those with a poor reputation? Focuses on three questions: "Does size matter?"; "Are the better organisations more productive?"; and "Are the better organisations more profitable?" The findings, based on a large and wide-ranging empirical study undertaken in the UK, found that, whether measured in terms of total assets, turnover or number of employees, both large and small organisations are capable of being both excellent and poor. In terms of productivity the findings suggest that provision of better service is staff intensive but yields significantly greater profit per employee. The better service providers have significantly better return on equity and return on total assets than the poorer ones.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Journal or Publication Title:	INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
Publisher:	EMERALD
ISSN:	0956-4233
Date:	2003
Volume:	14
Number:	2
Number of Pages:	11
Page Range:	pp. 173-183
Identification Number:	10.1108/09564230310474147
Publication Status:	Published
URI:	http://wrap.warwick.ac.uk/id/eprint/9697

Data sourced from Thomson Reuters' Web of Knowledge

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