The Service-Profit Chain: Reflections, Revisions, and Reimaginations
回顾25年来服务利润链的研究，提出修正模型，强调内部服务质量、员工与客户福祉、忠诚度目标差异等新方向，并讨论数字化和人工智能对服务利润链结构的影响。
Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost for service managers and researchers. In this article, we reflect on and synthesize published research to clarify what researchers have learned about the SPC and what remains less well understood. Based on an in-depth discussion of the field, we present a revised SPC and propose multiple areas in which further research would be worthwhile, such as internal service quality as specific systems of human resource management practices, both employee and customer well-being as additional mediators, different targets of employee and customer loyalty, contingencies, and non-linear and feedback effects. We conclude by reimagining the SPC, and we discuss digital and artificial-intelligence–driven changes to the SPC’s structure. Finally, based on the insights we discuss, we inform scholars of the current state of SPC research and provide a detailed agenda for future research.