Skip to main content
Unpublished Paper
The relationship-service-profit chain: Conceptual framework and propositions
(2008)
  • Lester Johnson, Melbourne Business School
Abstract

This paper proposes an expanded relationship-service-profit chain as a business success model based on a blending of human resource management and marketing within the relationship marketing framework. The proposed model draws on the original service-profit chain developed in the 90s by academics at Harvard, which is further enhanced through the addition of a relationship marketing orientation 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.

Disciplines
Publication Date
2008
Citation Information
Lester Johnson. "The relationship-service-profit chain: Conceptual framework and propositions" (2008)
Available at: http://works.bepress.com/lester_johnson/4/