Abstract
There has been limited research that considers the link between a firm’s relational value discipline and its Service Profit Chain. The Service Profit Chain, while a valuable managerial tool, does not fully incorporate measurement for a magnificent value proposition. More specifically, determining exactly how employee and customer factors impact an organization's financial performance requires an understanding of its dominant value discipline based on its adaptive strategy. In this paper, we present a contingency model that provides the added link to the Service Profit Chain in terms of relational value disciplines. We propose that it is the choice of relational value discipline that determines the nature of an organization’s customer loyalty and its financial performance.
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© 2015 Academy of Marketing Science
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Shah, R.H., Sciarrino, J. (2015). Relational Value Disciplines: Added Links to the Service Profit Chain. In: Manrai, A., Meadow, H. (eds) Global Perspectives in Marketing for the 21st Century. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-17356-6_50
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DOI: https://doi.org/10.1007/978-3-319-17356-6_50
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-17355-9
Online ISBN: 978-3-319-17356-6
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