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The Service Profit Chain in Retail Service : = Factors Affecting Store Performance.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	The Service Profit Chain in Retail Service :/
Reminder of title:	Factors Affecting Store Performance.
Author:	Saidy, Salieu Sal.
Description:	1 online resource (132 pages)
Notes:	Source: Dissertation Abstracts International, Volume: 78-12(E), Section: A.
Contained By:	Dissertation Abstracts International78-12A(E).
Subject:	Business administration. -
Online resource:	click for full text (PQDT)
ISBN:	9780355232851

The Service Profit Chain in Retail Service : = Factors Affecting Store Performance.
Saidy, Salieu Sal.

The Service Profit Chain in Retail Service :Factors Affecting Store Performance. - 1 online resource (132 pages)

Source: Dissertation Abstracts International, Volume: 78-12(E), Section: A.

Thesis (D.B.A.)

Includes bibliographical references

The purpose of this quantitative and correlational study is to examine the relationship between the variables of service profit chain model (SPCM) and their applicability to the retail service sector. The concept of the service profit chain began to develop in the early 1990s, when James Heskett introduced the SPCM. The theory asserts that providing employees with a better internal working environment will induce them to become loyal to the organization and therefore provide exceptional service to their customers. The customers will become accustomed to the excellent service experience and become loyal customers by continuing to make purchases. As a result of the loyalty and continued purchases, the profitability of the organization will increase. The problem to be addressed in this study is the overreliance on customer satisfaction as the sole measure of business success, at the expense of other variables in the SPCM. Forty-four employees (N = 44) and forty-four customers (N = 44) at five stores in a single retail convenience store chain completed surveys to measure the following variables: perceived employee satisfaction, perceived employee commitment, perceived employee loyalty, perceived service quality, perceived product quality, perceived value, customer satisfaction, and store performance. The researcher will conduct multiple regression analysis to test 10 hypotheses related to the correlations among these variables, derived from the original SPCM.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018

Mode of access: World Wide Web

ISBN: 9780355232851Subjects--Topical Terms:

1148568
Business administration.
Index Terms--Genre/Form:

554714
Electronic books.

The Service Profit Chain in Retail Service : = Factors Affecting Store Performance.
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245 1 4 $a The Service Profit Chain in Retail Service : $b Factors Affecting Store Performance.
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500 $a Source: Dissertation Abstracts International, Volume: 78-12(E), Section: A.
500 $a Adviser: Garrett Smiley.
502 $a Thesis (D.B.A.) $c Northcentral University $d 2017.
504 $a Includes bibliographical references
520 $a The purpose of this quantitative and correlational study is to examine the relationship between the variables of service profit chain model (SPCM) and their applicability to the retail service sector. The concept of the service profit chain began to develop in the early 1990s, when James Heskett introduced the SPCM. The theory asserts that providing employees with a better internal working environment will induce them to become loyal to the organization and therefore provide exceptional service to their customers. The customers will become accustomed to the excellent service experience and become loyal customers by continuing to make purchases. As a result of the loyalty and continued purchases, the profitability of the organization will increase. The problem to be addressed in this study is the overreliance on customer satisfaction as the sole measure of business success, at the expense of other variables in the SPCM. Forty-four employees (N = 44) and forty-four customers (N = 44) at five stores in a single retail convenience store chain completed surveys to measure the following variables: perceived employee satisfaction, perceived employee commitment, perceived employee loyalty, perceived service quality, perceived product quality, perceived value, customer satisfaction, and store performance. The researcher will conduct multiple regression analysis to test 10 hypotheses related to the correlations among these variables, derived from the original SPCM.
533 $a Electronic reproduction. $b Ann Arbor, Mich. : $c ProQuest, $d 2018
538 $a Mode of access: World Wide Web
650 4 $a Business administration. $3 1148568
650 4 $a Management. $3 558618
655 7 $a Electronic books. $2 local $3 554714
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690 $a 0454
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710 2 $a Northcentral University. $b Business and Technology Management. $3 1148453
773 0 $t Dissertation Abstracts International $g 78-12A(E).
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10602197 $z click for full text (PQDT)