Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops

Journal of Retailing

Volumn 88, Issue 3, 2012, Pages 356-366

  Evanschitzky, Heiner ^a   Wangenheim, Florian v ^b   Wünderlich, Nancy V ^c  

^a ASTON UNIVERSITY   (United Kingdom)

^b TECHNICAL UNIVERSITY OF MUNICH   (Germany)

^c UNIVERSITY OF PADERBORN   (Germany)

Author keywords

Customer satisfaction; Employee satisfaction; Feedback loops; Myopic marketing management; Performance; Service profit chain; Time lags

Indexed keywords

EID: 84865441809     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2012.01.003     Document Type: Article

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