Employee satisfaction and customer satisfaction: Testing the service-profit chain in a Chinese securities firm

Innovative Marketing

Volumn 1, Issue 2, 2005, Pages 49-59

  Xu, Yingzi ^a   Goedegebuure, Robert ^a  

^a NONE

Author keywords

Customer satisfaction; Employee satisfaction; Profitability; Service profit chain

Indexed keywords

EID: 85118283980     PISSN: 18142427     EISSN: 18166326     Source Type: Journal    
DOI: None     Document Type: Article

References (29)

1. Brooks, R. (2000), “Why Loyal Employees and Customers Improve the Bottom Line”, Journal of Quality and Participation, Vol. 23 No. 2, pp. 40-44.
2. Byrne, Barbara M. (2001), Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming Lawrence Erlbaum Associates Publishers.
3. Carlzon, J. (1987), Moments of Truth, Ballinger Publishing Co., Cambridge.
4. Clark, M. (1997), “Modeling the Impact of Customer-Employee Relationships on Customer Retention Rates in a Major UK Retail Bank”, Management Decision, 5(4), pp. 293-301.
5. Dahlgaard, J.J., Kristensen, K. & Kanji, G.K. (1998), Fundamentals of Total Quality of Management, London, Chapman & Hall.
6. Grove, S.J. and Fisk, R.P. (2001), “Service Theater: An Analytical Framework for Services Marketing”, Service Marketing: People, Technology, Strategy, Lovelock, C. and Wirtz, J., Pearson Education 2004.
7. th Edition Prentice-Hall International, Inc.
8. Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., Leonard A. Schlesinger (1994), “Putting the Service-Profit Chain to Work” Harvard Business Review March-April 72(2), pp. 164-174.
9. Heskett, James L., W. Earl Sasser, Jr., and Leonard A. Schlesinger (1997), Service Profit Chain New York: Free Press.
10. Hostage, G.M. (1975), “Quality Control in a Service Business”, Harvard Business Review, Vol. 53 No. 4, pp. 98-106.
11. Liedtka, J.M., M.E. Haskins, J.W. Rosenblum and J. Weber (1997), “The Generative Cycle: Linking Knowledge and Relationships”, Sloan Management Review, Fall, pp. 47-58.
12. Lovelock, C. and Wirtz, J. (2004), Services Marketing: People, Technology, Strategy, Pearson Education.
13. Normann, R. and R. Ramirez (1993), “From Value Chain to Value Constellation: Designing Interactive Strategy”, Harvard Business School, July-August, pp. 65-77.
14. Peck, H., Payne, A., Christopher, M. and Clark, M. (1999), Relationship Marketing: Strategy and Implementation, Butterworth Heinemann, Oxford.
15. Robinson, J.P., P.R. Shaver, and L.S. Wrightsman (1991), “Criteria for Scale Selection and Evaluation,” in Measures of Personality and Social Psychological Attitudes, San Diego, Calif.: Academic Press.
16. Rosenbluth, H.F. and D.M. Peters (1992), The customer Comes Second, New York, Morrow Quill.
17. Rucci, Anthony J., Steven P. Kirn and Richard T. Quinn (1998) “The Employee-customer-profit Chain at Sears’, Harvard Business Review January-February pp. 83-97.
18. Schlesinger, Leonard A. and James L. Heskett (1991a), “Breaking the Cycle of Failure in Services”, Sloan Management Review, 32 (spring), pp. 17-28.
19. Schlesinger, Leonard A. and James L. Heskett (1991b), “The Service-Driven Service Company”, Harvard Business Review, 69 (September-October), pp. 71-81.
20. Schlesinger, Leonard A. and Jeffrey Zornitsky (1991), “Job Satisfaction, Service Capability, and Customer Satisfaction: Am Examination of Linkages and Management Implications”, Human Resource Planning, 14, pp. 141-49.
21. Schneider, B. (1973), “The Perception of Organizational Climate: The Customer’s View”, Journal of Applied Psychology, 57, pp. 248-256.
22. Schneider, B., J.J. Parkington and V.M. Buxton (1980), “Employee and Customer Perceptions of Service in Banks”, Administrative Science Quarterly, 25, pp. 252-267.
23. Schneider, B and Bowen, D.E. (1985), “Employee and customer perception of service in banks: Replication and Extension”, Journal of Applied Psychology, 70, pp. 423-433.
24. Schneider, B and D.E. Bowen (1993), “Human Resource Management Is Critical”, Organizational Dynamics, pp. 39-52.
25. Silvestro, Rhian and Stuart Cross (2000), “Applying the Service Profit Chain in a Retail Environment: Challenging the ‘satisfaction mirror’”, International Journal of Service Industry Management, Vol. 11 No. 3, pp. 244-268.
26. Van Montfort, Kees, Enno Masurel and Ingrid van Rijn (2000), “Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services”, The Service Industries Journal, Vol. 20, No. 3 July 2000, pp. 80-94.
27. Wiley, J.W. (1991), “Customer Satisfaction: A Supportive Work Environment and Its Financial Costs”, Human Resource Planning, 14, pp. 117-127.
28. Xu, Y. (2004), Assessing the service-profit chain: an empirical study in a Chinese securities firm. DBA Dissertation. Maastricht School of Management, The Netherlands. Febodruk B.V, Enschede, The Netherlands.
29. rd edition, McGraw-Hill, 2003.