Service Productivity, Satisfaction, and the Impact on Service Firm Performance

Authors

Dongjun Rew, Colorado Mesa University
Judy A. Siguaw
Xiaojing Sheng, The University of Texas Rio Grande ValleyFollow

Document Type

Article

Publication Date

6-14-2021

Abstract

The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support for the service-profit chain linking employee satisfaction to firm performance through the mediating effects of service productivity and customer satisfaction, thus extending the body of research on service productivity. These findings suggest that while optimizing profitability, managers simultaneously consider the interrelationships between customer satisfaction, employee satisfaction, and service productivity.

Comments

© 2021 Taylor & Francis Group, LLC

https://www.tandfonline.com/share/DNQWQDNTMHGKJKXGEZWR?target=10.1080/15332969.2020.1830640

Recommended Citation

Rew, D., Siguaw, J. A. and Sheng, X. (2020) ‘Service Productivity, Satisfaction, and the Impact on Service Firm Performance’, Services Marketing Quarterly, 41(4), pp. 344–357. https://doi.org/10.1080/15332969.2020.1830640

Publication Title

Services Marketing Quarterly

DOI

10.1080/15332969.2020.1830640