The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Employee Satisfaction, Customer Loyalty, and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking
Abstract
The service profit chain is a simple conceptual framework linking employee satisfaction and loyalty, customer satisfaction and loyalty, and financial performance. Although widely used by practitioners, the service profit chain's series of hypothesized relationships between employee, customer, and financial outcomes has not been rigorously tested using data that span all components of the model. Panel data from the branches of a large regional bank are used to test individually each of the service profit chain's constituent hypotheses. The results generally support the model, but there are some exceptions. Further work is needed to refine and simplify several critical measures and to enhance the analysis to test the service profit chain as a complete system of related hypotheses.
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Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Cited by
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Zeithaml, V. A. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281007 · Cited by 1,919
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015) · Journal of Business Research · doi:10.1016/j.jbusres.2014.06.024 · Cited by 1,540
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741
Re-thinking ethical leadership: An interdisciplinary integrative approach
Eisenbeiss, S. A. (2012) · The Leadership Quarterly · doi:10.1016/j.leaqua.2012.03.001 · Cited by 405
Metadata
- Authors
- Loveman, G. W.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 1998-08
- Volume
- 1
- Issue
- 1
- Pages
- 18-31
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2039989858
- Cited by
- 616
- References
- 3
- FWCI
- 15.20
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Employee Satisfaction, Customer Loyalty, and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking. https://app.cochat.ai/papers/10.1177/109467059800100103
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- 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. https://doi.org/10.1177/109467059800100103
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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.
