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  • The relationship-service-profit chain: conceptual framework and propositions

    Author(s)
    Herington, Carmel
    W. Johnson, Lester
    Griffith University Author(s)
    Herington, Carmel A.
    Year published
    2010
    Metadata
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    Abstract
    This conceptual paper proposes an expanded relationship-service-profit chain as a business success model based on blending human resource management and marketing within the relationship marketing framework. The major contribution of the paper is the extension of thought and usage of the service-profit chain through the super-imposition of a relationship building approach to the provision of service. 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 ...
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    This conceptual paper proposes an expanded relationship-service-profit chain as a business success model based on blending human resource management and marketing within the relationship marketing framework. The major contribution of the paper is the extension of thought and usage of the service-profit chain through the super-imposition of a relationship building approach to the provision of service. 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.
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    Journal Title
    International Journal of Services Technology and Management
    Volume
    14
    Issue
    2-3
    DOI
    https://doi.org/10.1504/IJSTM.2010.034325
    Subject
    Banking, finance and investment
    Business systems in context not elsewhere classified
    Business systems in context
    Strategy, management and organisational behaviour
    Publication URI
    http://hdl.handle.net/10072/36698
    Collection
    • Journal articles

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