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dc.contributor.authorHerington, Carmelen_US
dc.contributor.authorW. Johnson, Lesteren_US
dc.date.accessioned2017-05-03T11:48:02Z
dc.date.available2017-05-03T11:48:02Z
dc.date.issued2010en_US
dc.date.modified2011-03-01T08:31:06Z
dc.identifier.issn14606720en_US
dc.identifier.doi10.1504/IJSTM.2010.034325en_AU
dc.identifier.urihttp://hdl.handle.net/10072/36698
dc.description.abstractThis 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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherInderscience Publishersen_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom144en_US
dc.relation.ispartofpageto162en_US
dc.relation.ispartofissue2-3en_US
dc.relation.ispartofjournalInternational Journal of Services Technology and Managementen_US
dc.relation.ispartofvolume14en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchBusiness and Management not elsewhere classifieden_US
dc.subject.fieldofresearchcode150399en_US
dc.titleThe relationship-service-profit chain: conceptual framework and propositionsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Marketingen_US
gro.date.issued2010
gro.hasfulltextNo Full Text


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