Skip to main content
SpringerLink
Log in
Book cover

Aktuelle Aspekte in der Dienstleistungsforschung pp 163–200Cite as

Eine konzeptionelle Analyse der Service-Profit Chain

  • Chapter
  • First Online:

  • 5037 Accesses

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

Zusammenfassung

Seit zwei Jahrzehnten ist die Service-Profit Chain (SPC) (Heskett, Jones, Loveman, Sasser & Schlesinger, 1994; Heskett, Sasser & Schlesinger, 1997) eines der wegweisenden Managementkonzepte für langfristigen Unternehmenserfolg in der Dienstleistungsbranche. Viele Dienstleistungsunternehmen nutzen die SPC als Orientierungsmaßstab bei der Ausrichtung interner und externer Prozesse mit dem Ziel, die eigene Dienstleistungsorientierung zu erhöhen und den Unternehmenserfolg nachhaltig zu steigern. Der TÜV SÜD richtet seine Beratungsangebote und Dienstleistungszertifizierungen rund um den Bereich Service Excellence explizit entlang der SPC aus.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   49.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   69.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literaturverzeichnis

  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.

    Article  Google Scholar 

  • Alfes, K., Shantz, A. D., Truss, C. & Soane, E. C. (2013). The link between per-ceived human resource management practices, engagement and employee be-haviour: A moderated mediation model. International Journal of Human Re-source Management, 24(2), 330–351.

    Article  Google Scholar 

  • Anderson, E. W. (1996). Customer satisfaction and price tolerance. Marketing Letters, 7(3), 265–274.

    Article  Google Scholar 

  • Anderson, E. W. & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3(2), 107–120.

    Article  Google Scholar 

  • Anderson, E. W. & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143.

    Article  Google Scholar 

  • Arthur, J. B. (1994). Effects of human resource systems on manufacturing perfor-mance and turnover. Academy of Management Journal, 37(3), 670–687.

    Article  Google Scholar 

  • Auh, S., Bell, S. J., McLeod, C. S. & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359–370.

    Article  Google Scholar 

  • Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178–204.

    Article  Google Scholar 

  • Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120.

    Article  Google Scholar 

  • Becker, B. E. & Huselid, M. A. (2006). Strategic human resources management: Where do we go from here? Journal of Management, 32(6), 898–925.

    Article  Google Scholar 

  • Bendapudi, N. & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14–28.

    Article  Google Scholar 

  • Berry, L. L., Hensel, J. S. & Burke, M. C. (1976). Improving retailer capability for effective consumerism response. Journal of Retailing, 52(3), 3–14.

    Google Scholar 

  • Berry, L. L. & Parasuraman, A. (1991). Marketing services: Competing through quality. New York: Free Press.

    Google Scholar 

  • Bettencourt, L. A. & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39–61.

    Article  Google Scholar 

  • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical sur-roundings and employee responses. Journal of Marketing, 54(2), 69–82.

    Article  Google Scholar 

  • Bitner, M. J., Booms, B. H. & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.

    Article  Google Scholar 

  • Blau, P. M. (1974). On the nature of organizations. New York: Wiley.

    Google Scholar 

  • Boselie, P., Dietz, G. & Boon, C. (2005). Commonalities and contradictions in HRM and performance research. Human Resource Management Journal, 15(3), 67–94.

    Article  Google Scholar 

  • Bowen, D. E. & Ostroff, C. (2004). Understanding HRM-firm performance link-ages: The role of the "strength" of the HRM system. Academy of Management Review, 29(2), 203–221.

    Google Scholar 

  • Bowen, D. E., Siehl, C. & Schneider, B. (1989). A framework for analyzing cus-tomer service orientations in manufacturing. Academy of Management Re-view, 14(1), 75–95.

    Google Scholar 

  • Brady, M. K. & Cronin, J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241–251.

    Article  Google Scholar 

  • Brown, S. P. & Lam, S. K. (2008). A meta-analysis of relationships linking em-ployee satisfaction to customer responses. Journal of Retailing, 84(3), 243–255.

    Article  Google Scholar 

  • Bruhn, M. (1995). Internes Marketing als Forschungsgebiet der Marketingwis-senschaft - Eine Einführung in die theoretischen und praktischen Probleme. In M. Bruhn (Hrsg.), Internes Marketing. Integration der Kunden- und Mitar-beiterorientierung. Grundlagen - Implementierung - Praxisbeispiele (S. 13–61). Wiesbaden: Gabler.

    Google Scholar 

  • Buller, P. F. & McEvoy, G. M. (2012). Strategy, human resource management and performance: Sharpening line of sight. Human Resource Management Re-view, 22(1), 43–56.

    Article  Google Scholar 

  • Chebat, J.-C. & Kollias, P. (2000). The impact of empowerment on customer con-tact employees' roles in service organizations. Journal of Service Research, 3(1), 66–81.

    Article  Google Scholar 

  • Cohen, A. (1991). Career stage as a moderator of the relationships between or-ganizational commitment and its outcomes: A meta-analysis. Journal of Oc-cupational Psychology, 64(3), 253–268.

    Article  Google Scholar 

  • Collins, C. J. & Clark, K. D. (2003). Strategic human resource practices, top man-agement team social networks, and firm performance: The role of human re-source practices in creating organizational competitive advantage. Academy of Management Journal, 46(6), 740–751.

    Article  Google Scholar 

  • Combs, J., Liu, Y., Hall, A. & Ketchen, D. (2006). How much do high-perfor-mance work practices matter? A meta-analysis of their effects on organiza-tional performance. Personnel Psychology, 59(3), 501–528.

    Article  Google Scholar 

  • Cronin, J., Brady, M. K. & Hult, G. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.

    Article  Google Scholar 

  • Delaney, J. T. & Huselid, M. A. (1996). The impact of human resource manage-ment practices on perceptions of organizational performance. Academy of Management Journal, 39(4), 949–969.

    Article  Google Scholar 

  • Dick, A. S. & Basu, K. (1994). Customer loyalty: Toward an integrated concep-tual framework. Journal of the Academy of Marketing Science, 22(2), 99–113.

    Article  Google Scholar 

  • Evanschitzky, H., Wangenheim, F. von & Wünderlich, N. V. (2012). Perils of managing the service profit chain: The role of time lags and feedback loops. Journal of Retailing, 88(3), 356–366.

    Article  Google Scholar 

  • Fishbein, M. (1979). A theory of reasoned action: Some applications and impli-cations. Nebraska Symposium on Motivation, 27, 65–116.

    Google Scholar 

  • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish ex-perience. Journal of Marketing, 56(1), 6–21.

    Article  Google Scholar 

  • Frenkel, S. J., Tam, M., Korczynski, M. & Shire, K. (1998). Beyond bureaucracy? Work organization in call centres. The International Journal of Human Re-source Management, 9(6), 957–979.

    Article  Google Scholar 

  • Fried, Y., Shirom, A., Gilboa, S. & Cooper, C. L. (2008). The mediating effects of job satisfaction and propensity to leave on role stress-job performance re-lationships: Combining meta-analysis and structural equation modeling. In-ternational Journal of Stress Management, 15(4), 305–328.

    Article  Google Scholar 

  • Gelade, G. A. & Young, S. (2005). Test of a service profit chain model in the retail banking sector. Journal of Occupational and Organizational Psychology, 78(1), 1–22.

    Article  Google Scholar 

  • Gotlieb, J. B., Grewal, D. & Brown, S. W. (1994). Consumer satisfaction and perceived quality: Complementary or divergent constructs? Journal of Ap-plied Psychology, 79(6), 875–885.

    Article  Google Scholar 

  • Gremler, D. D., Bitner, M. J. & Evans, K. R. (1994). The internal service encoun-ter. International Journal of Service Industry Management, 5(2), 34–56.

    Article  Google Scholar 

  • Griffeth, R. W., Hom, P. W. & Gaertner, S. (2000). A meta-analysis of antecedents and correlates of employee turnover: Update, moderator tests, and research implications for the next millennium. Journal of Management, 26(3), 463–488.

    Article  Google Scholar 

  • Grönroos, C. (1984). A service quality model and its marketing implications. Eu-ropean Journal of Marketing, 18(4), 36–44.

    Article  Google Scholar 

  • Guest, D. E. (2011). Human resource management and performance: Still search-ing for some answers. Human Resource Management Journal, 21(1), 3–13.

    Article  Google Scholar 

  • Harrison, D. A., Newman, D. A. & Roth, P. L. (2006). How important are job attitudes? Meta-analytic comparisons of integrative behavioral outcomes and time sequences. Academy of Management Journal, 49(2), 305–325.

    Article  Google Scholar 

  • Heskett, J. L., Jones, T. O., Loveman, G., Sasser, W. E. & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174.

    Google Scholar 

  • Heskett, J. L., Sasser, W. E. & Schlesinger, L. A. (1997). Service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value. New York: The Free Press.

    Google Scholar 

  • Homans, G. C. (1958). Social behavior as exchange. American Journal of Soci-ology, 63(6), 597–606.

    Article  Google Scholar 

  • Homburg, C., Wieseke, J. & Hoyer, W. D. (2009). Social identity and the service–profit chain. Journal of Marketing, 73(2), 38–54.

    Article  Google Scholar 

  • Hong, Y., Liao, H., Hu, J. & Jiang, K. (2013). Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and modera-tors of service climate. Journal of Applied Psychology, 98(2), 237–267.

    Article  Google Scholar 

  • Huselid, M. A. (1995). The impact of human resource management practices on turnover, productivity, and corporate financial performance. Academy of Man-agement Journal, 38(3), 635–672.

    Google Scholar 

  • Iaffaldano, M. T. & Muchinsky, P. M. (1985). Job satisfaction and job perfor-mance: A meta-analysis. Psychological bulletin, 97(2), 251–273.

    Article  Google Scholar 

  • Jiang, K., Lepak, D. P., Ju, J. I. A. & Baer, J. C. (2012). How does human resource management influence organizational outcomes? A meta-analytic investiga-tion of mediating mechanisms. Academy of Management Journal, 55(6), 1264–1294.

    Article  Google Scholar 

  • Judge, T. A., Thoresen, C. J., Bono, J. E. & Patton, G. K. (2001). The job satis-faction-job performance relationship: A qualitative and quantitative review. Psychological bulletin, 127(3), 376–407.

    Article  Google Scholar 

  • Kamakura, W. A., Mittal, V., Rosa, F. de & Mazzon, J. A. (2002). Assessing the service-profit chain. Marketing Science, 21(3), 294–317.

    Article  Google Scholar 

  • Kang, S.-C., Morris, S. S. & Snell, S. A. (2007). Relational archetypes, organiza-tional learning, and value creation: Extending the human resource architec-ture. Academy of Management Review, 32(1), 236–256.

    Article  Google Scholar 

  • Koys, D. J. (2001). The effects of employee satisfaction, organizational citizen-ship behavior, and turnover on organizational effectiveness: A unit-level, lon-gitudinal study. Personnel Psychology, 54(1), 101–114.

    Article  Google Scholar 

  • Lariviere, B. (2008). Linking perceptual and behavioral customer metrics to mul-tiperiod customer profitability: A comprehensive service-profit chain applica-tion. Journal of Service Research, 11(1), 3–21.

    Article  Google Scholar 

  • Lengnick-Hall, C. A., Claycomb, V. & Inks, L. W. (2000). From recipient to con-tributor: Examining customer roles and experienced outcomes. European Journal of Marketing, 34(3/4), 359–383.

    Article  Google Scholar 

  • Liao, H. & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Manage-ment Journal, 47(1), 41–58

    Article  Google Scholar 

  • Liao, H., Toya, K., Lepak, D. P. & Hong, Y. (2009). Do they see eye to eye? Man-agement and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94(2), 371–391.

    Article  Google Scholar 

  • Loveman, G. W. (1998). Employee satisfaction, customer loyalty, and financial performance: An empirical examination of the service profit chain in retail banking. Journal of Service Research, 1(1), 18–31.

    Article  Google Scholar 

  • Mathieu, J. E. & Zajac, D. M. (1990). A review and meta-analysis of the anteced-ents, correlates, and consequences of organizational commitment. Psycholo-gical bulletin, 108(2), 171–194.

    Article  Google Scholar 

  • Maxham, J. G., Netemeyer, R. G. & Lichtenstein, D. R. (2008). The retail value chain: Linking employee perceptions to employee performance, customer evaluations, and store performance. Marketing Science, 27(2), 147–167.

    Article  Google Scholar 

  • Nishi, L. H., Lepak, D. P. & Schneider, B. (2008). Employee attributions of the “why” of HR practices: Their effects on employee attitudes and behaviors, and customer satisfaction. Personnel Psychology, 61(3), 503–545.

    Article  Google Scholar 

  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.

    Article  Google Scholar 

  • Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in re-tail settings. Journal of Retailing, 57(3), 25–48.

    Google Scholar 

  • Oliver, R. L. (1994). Conceptual issues in the structural analysis of consumption emotion, satisfaction, and quality: Evidence in a service setting. Advances in Consumer Research, 21(1), 16–22.

    Google Scholar 

  • Organ, D. W. & Ryan, K. (1995). A meta-analytic review of attitudinal and dispo-sitional predictors of organizational citizenship behavior. Personnel Psychol-ogy, 48(4), 775–802.

    Article  Google Scholar 

  • Paauwe, J. (2009). HRM and performance: Achievements, methodological issues and prospects. Journal of Management Studies, 46(1), 129–142.

    Article  Google Scholar 

  • Parasuraman, A. & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Re-tailing, 64(1), 12–40.

    Google Scholar 

  • Patterson, P. G., Johnson, L. W. & Spreng, R. A. (1996). Modeling the determi-nants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4–17.

    Article  Google Scholar 

  • Paul, A. K. & Anantharaman, R. N. (2003). Impact of people management prac-tices on organizational performance: Analysis of a causal model. International Journal of Human Resource Management, 14(7), 1246–1266.

    Article  Google Scholar 

  • Petty, M. M., McGee, G. W. & Cavender, J. W. (1984). A meta-analysis of the relationships between individual job satisfaction and individual performance. Academy of Management Review, 9(4), 712–721.

    Google Scholar 

  • Pritchard, M. & Silvestro, R. (2005). Applying the service profit chain to analyse retail performance: The case of the managerial strait-jacket? International Journal of Service Industry Management, 16(4), 337–356.

    Article  Google Scholar 

  • Rafiq, M. & Ahmed, P. K. (2000). Advances in the internal marketing concept: Definition, synthesis and extension. Journal of Services Marketing, 14(6), 449–462.

    Article  Google Scholar 

  • Randall, D. M. (1990). The consequences of organizational commitment: Meth-odological investigation. Journal of Organizational Behavior, 11(5), 361–378.

    Article  Google Scholar 

  • Riketta, M. (2002). Attitudinal organizational commitment and job performance: A meta-analysis. Journal of Organizational Behavior, 23(3), 257–266.

    Article  Google Scholar 

  • Riketta, M. (2008). The causal relation between job attitudes and performance: A meta-analysis of panel studies. Journal of Applied Psychology, 93(2), 472–481.

    Article  Google Scholar 

  • Rucci, A. J., Kirn, S. P. & Quinn, R. T. (1998). The employee-customer-profit chain at Sears. Harvard Business Review, 76(1), 82–97.

    Google Scholar 

  • Rust, R. T. & Oliver, R. L. (1994). Service quality: New directions in theory and practice. Thousand Oaks: Sage Publications.

    Google Scholar 

  • Rust, R. T., Zahorik, A. J. & Keiningham, T. L. (1995). Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing, 59(2), 58–70.

    Article  Google Scholar 

  • Sasser, W. E. & Arbeit, S. P. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61–65.

    Article  Google Scholar 

  • Schneider, B. & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423–433.

    Article  Google Scholar 

  • Silvestro, R. & Cross, S. (2000). Applying the service profit chain in a retail en-vironment: Challenging the “satisfaction mirror”. International Journal of Service Industry Management, 11(3), 244–268.

    Article  Google Scholar 

  • Spreng, R. A. & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201–214.

    Article  Google Scholar 

  • Stauss, B. (2000). Internes Marketing als personalorientierte Qualitätspolitik. In M. Bruhn & B. Stauss (Hrsg.), Wissenschaft und Praxis. Dienstleistungsqua-lität. Konzepte - Methoden - Erfahrungen (3rd ed., S. 203-222). Wiesbaden: Gabler.

    Google Scholar 

  • Sun, L.-Y., Aryee, S. & Law, K. S. (2007). High-performance human resource practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Management Journal, 50(3), 558–577.

    Article  Google Scholar 

  • Takeuchi, R., Chen, G. & Lepak, D. P. (2009). Through the looking glass of a social system: Cross-level effects of high-performance work systems on em-ployees' attitudes. Personnel Psychology, 62(1), 1–29.

    Article  Google Scholar 

  • Taylor, S. A. (1997). Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects. Journal of Retailing, 73(1), 135–159.

    Article  Google Scholar 

  • Taylor, S. A. & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' pur-chase intentions. Journal of Retailing, 70(2), 163–178.

    Article  Google Scholar 

  • Tett, R. P. & Meyer, J. P. (1993). Job satisfaction, organizational commitment, turnover intention, and turnover: Path analyses based on meta-analytic find-ings. Personnel Psychology, 46(2), 259–293.

    Article  Google Scholar 

  • TÜV SÜD (2014). Service Profit Chain: Schritt für Schritt zum Erfolg. http://www.tuev-sued.de/management-systeme/serviceexzellenz/service-pro-fit-chain (Zugriff: 09.05.2014).

  • Wright, P. M., McCormick, B., Sherman, W. S. & McMahan, G. C. (1999). The role of human resource practices in petro-chemical refinery performance. The International Journal of Human Resource Management, 10(4), 551–571.

    Article  Google Scholar 

  • Xu, Y. & van der Heijden, B. (2005). The employee factor in the service-profit chain framework. Journal of International Consumer Marketing, 18(1/2), 137–155.

    Article  Google Scholar 

  • Yee, R. W., Yeung, A. C. & Cheng, T. C. E. (2011). The service-profit chain: An empirical analysis in high-contact service industries. International Journal of Production Economics, 130(2), 236–245.

    Article  Google Scholar 

  • Yee, R. W., Yeung, A. C., Cheng, T. C. E. & Lai, K.-H. (2009). The service-profit chain: A review and extension. Total Quality Management & Business Excel-lence, 20(6), 617–632.

    Article  Google Scholar 

  • Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of arketing Science, 28(1), 67–85

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Lehrstuhl für Dienstleistungsmanagement, Katholische Universität Eichstätt-Ingolstadt, Auf der Schanz 49, Ingolstadt, 85049, Deutschland

    Tönnjes Freerk Eller

Authors
  1. Tönnjes Freerk Eller
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Tönnjes Freerk Eller .

Editor information

Editors and Affiliations

  1. Ludwig-Maximilians-Universität München, Institut für Marketing, München, Germany

    Anton Meyer

Rights and permissions

Reprints and permissions

Copyright information

© 2015 Springer Fachmedien Wiesbaden

About this chapter

Cite this chapter

Eller, T. (2015). Eine konzeptionelle Analyse der Service-Profit Chain. In: Meyer, A. (eds) Aktuelle Aspekte in der Dienstleistungsforschung. Fokus Dienstleistungsmarketing. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-08090-7_7

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-08090-7_7

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-08089-1

  • Online ISBN: 978-3-658-08090-7

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics

Search

Navigation