Show simple item record

dc.contributor.convenorVerona Universityen_AU
dc.contributor.authorHerington, Carmelen_US
dc.contributor.authorJohnson, L.en_US
dc.contributor.editorDeMoranville, C. W.en_US
dc.description.abstractThis conceptual paper proposes an expanded relationship-service-profit chain as a business success model based on a blending of human resource management and marketing within the relationship marketing framework. The proposed model draws on the original service-profit chain, which is further enhanced through the addition of a relationship marketing orientation guiding business culture and combining internal marketing and human resource management activities to best implement an updated service-profit chain. The enhanced relationship-service-profit chain model is introduced as a plausible explanation for previous problems encountered in the service-profit chain literature and also to provide a point of reference for future research into the association between internal service operations and external operations and sustained superior customer outcomes. Future research directions are provided including empirical assessment of the proposed model as well as individual links and sub-links within the model.en_US
dc.publisherAcademy of Marketing Scienceen_US
dc.relation.ispartofconferencenameWorld Marketing Congressen_US
dc.relation.ispartofconferencetitleMarketing Theory and Practice in an Inter-functional Worlden_US
dc.relation.ispartoflocationVerona, Italyen_US
dc.titleThe Relationship-Service-Profit Chain: Conceptual framework and propositonsen_US
dc.typeConference outputen_US
dc.type.descriptionE3 - Conference Publications (Extract Paper)en_US
dc.type.codeE - Conference Publicationsen_US
gro.facultyGriffith Business School, Department of Marketingen_US
gro.hasfulltextNo Full Text

Files in this item


There are no files associated with this item.

This item appears in the following Collection(s)

  • Conference outputs
    Contains papers delivered by Griffith authors at national and international conferences.

Show simple item record