Construct · 1 fields · 1 citations

service-profit chain: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed

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Services marketing

the linked chain from internal service quality to employee satisfaction, customer satisfaction and loyalty, and profit.

In services marketing, service-profit chain refers to the linked chain from internal service quality to employee satisfaction, customer satisfaction and loyalty, and profit. This meaning comes from Kamakura (2002) in Marketing Science.[1]

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Nearby constructs

chain3 fields · 3 citationsjingle · one word, three constructs loyalty6 fields · 10 citationsjingle · one name, six constructs quality6 fields · 13 citationsjingle · one name, six constructs

References

Kamakura, W. A., Mittal, V., de Rosa, F., & Mazzon, J. A. (2002). Assessing the Service-Profit Chain. Marketing Science, 21(3), 294-317. https://doi.org/10.1287/mksc.21.3.294.140

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