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Service-performance chain: a triangle conceptual model

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).

Pernyataan Tanggungjawab Nina Septina, Maria Widyarini
Pengarang Septina, Nina - Pengarang Utama
Widyarini, Maria - Pengarang Tambahan
Edisi
No. Panggil
ISBN/ISSN
Subyek EMPLOYEE LOYALTY
CUSTOMER LOYALTY
CUSTOMER SATISFACTION
service quality
employee satisfaction
SERVICE-PROFIT CHAIN
Klasifikasi
Judul Seri
GMD Computer File
Bahasa English
Penerbit Jurusan Ekonomi Pembangunan Fakultas Ekonomi Unpar
Tahun Terbit 2018
Tempat Terbit Bandung
Deskripsi Fisik p. 1 - 4
Info Detil Spesifik Makalah dipresentasikan pada The 2018 Economics and Business Competitiveness International Conference (EBCICON). Fakultas Ekonomi UNPAR. Bali, Indonesia, 21-22 September 2018.
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