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Cited by 662

The DOI matches its Crossref record; 19 of the 19 references it cites were found in a registry or an index.

Social Identity and the Service-Profit Chain

Homburg, Christian, Wieseke, Jan, Hoyer, Wayne D.·2009·Journal of Marketing
DOI 10.1509/jmkg.73.2.38
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Abstract

The conventional service-profit chain (SPC) proposes that a firm's financial performance can be improved through a path that connects employee satisfaction, customer orientation, customer satisfaction, and customer loyalty. In this article, a complementary SPC that is built on both a conventional path and a social identity-based path is introduced. The latter SPC path centrally builds on customer- and employee-company identification as a core construct. Using a large-scale triadic data set that includes data from employees, customers, and firms, the authors find strong support for the extended SPC, which accounts for important customer (loyalty and willingness to pay) and firm (financial performance) outcomes. In addition, the effects of company identification exist incrementally beyond the effects of the conventional SPC path.

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Metadata

Authors
Homburg, C., Wieseke, J., & Hoyer, W. D.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2009-03
Volume
73
Issue
2
Pages
38-54
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.73.2.38
OpenAlex
W1998751590
Cited by
662
References
19
FWCI
51.27
Type
journal article
Language
en
Open access
closed

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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.