The strategic role of relational capabilities in the business-to-business service profit chain |
| |
Authors: | Vasilis Theoharakis Laszlo Sajtos Graham Hooley |
| |
Affiliation: | aALBA Graduate Business School, Vouliagmeni 166 71, Athens, Greece;bUniversity of Auckland Business School, Private Bag 92019, Auckland 1020, New Zealand;cAston University, Birmingham, B4 7ET, United Kingdom |
| |
Abstract: | This paper extends the original service profit chain by examining the role of relational capabilities with employees, customers and strategic partners on process and performance outcomes in a business-to-business context. More specifically, we demonstrate how satisfied and loyal employees are better in developing relationships with customers and strategic partners. These relationships enable firms to be more responsive towards customers and become more innovative, which increase customer satisfaction and loyalty and, ultimately, financial performance. Our results provide support for the development of relational capabilities in a business-to-business environment by extending the service profit chain (SPC) model. However, we find that while the development of strong customer relationships contributes to an improved service responsiveness of the firm, strategic partners do not. |
| |
Keywords: | Relational capabilities Innovativeness Strategic partners Service performance |
本文献已被 ScienceDirect 等数据库收录! |
|