The relationship-service-profit chain

Conceptual framework and propositions

Carmel Herington*, Lester W. Johnson

*Corresponding author for this work

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

This conceptual paper proposes an expanded relationship-serviceprofit 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.Copyright

Original languageEnglish
Pages (from-to)144-162
Number of pages19
JournalInternational Journal of Services Technology and Management
Volume14
Issue number2-3
DOIs
Publication statusPublished - Aug 2010
Externally publishedYes

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