Employee Satisfaction, Customer Loyalty, and Financial Performance
利用一家大型区域银行的分行面板数据，逐一检验服务利润链中员工满意度、客户忠诚度与财务绩效之间的假设关系，结果总体支持模型但存在例外。
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.