The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
The Service Profit Chain: From Satisfaction to Ownership
Overview
The claims and statistics of this paper haven’t been checked yet.
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Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
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Citations
Cites
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Hallowell, R. (1996) · International Journal of Service Industry Management · doi:10.1108/09564239610129931 · Cited by 1,862
Cited by
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196
Yoon, Y., & Uysal, M. (2005) · Tourism Management · doi:10.1016/j.tourman.2003.08.016 · Cited by 3,372
Managing the transition from products to services
Oliva, R., & Kallenberg, R. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310474138 · Cited by 2,322
Salanova, M., Agut, S., & Peiró, J. M. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.6.1217 · Cited by 2,276
Zeithaml, V. A. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281007 · Cited by 1,919
Metadata
- Authors
- Heskett, J. L., & Sasser, W. E.
- Venue
- Service Science: Research and Innovations in the Service Economy
- Publisher
- Springer US
- Published
- 2010
- Pages
- 19-29
- ISSN
- 1865-4924 (ISSN-L)
- 1865-4932
- OpenAlex
- W1960332648
- Cited by
- 1,034
- References
- 1
- FWCI
- 275.54
- Type
- book chapter
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: The Service Profit Chain: From Satisfaction to Ownership. https://app.cochat.ai/papers/10.1007/978-1-4419-1628-0_3
- The paper
- Heskett, J. L., & Sasser, W. E. (2010). The Service Profit Chain: From Satisfaction to Ownership. Service Science: Research and Innovations in the Service Economy. https://doi.org/10.1007/978-1-4419-1628-0_3
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
