Service-performance chain: a triangle conceptual model

Abstract

The service-profit chain demonstrates links between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. Previous research applied the service-profit chain among various sector research found that within the service-profit chain did not consistently linked. The conceptual model of this research is modified from the Heskett et al. service-profit chain framework as data for some variables in the service-profit chain were not accessible by adjusting profitability and revenue growth to daily business performance. This re-search aims to propose the service-performance chain model (Indonesian context).