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The Effect of Labor on Profitability: The Role of Quality · Study

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PreprintThe Effect of Labor on Profitability: The Role of Quality

Zeynep Ton2008

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Preprintgreen2008

The Effect of Labor on Profitability: The Role of Quality

35 citations·0/0 files stored·SSRN Electronic Journal

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Management Systems and Quality Improvement

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1982Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models 1991Multitask Principal–Agent Analyses: Incentive Contracts, Asset Ownership, and Job Design 1994Putting the Service-Profit Chain to Work 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn 1987Competing on the Eight Dimensions of Quality 1995Return on Quality (ROQ): Making Service Quality Financially Accountable 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction

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2017The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare contextarticle · 11 shared references 2009The Impact of Quality on Satisfaction, Revenue, and Cost as Perceived by Providers of Higher Educationarticle · 11 shared references 2007Managing Customer Relationshipschapter · 10 shared references 2001Kundenzufriedenheit als Managementherausforderungchapter · 10 shared references 2008Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitabilityarticle · 10 shared references 2012Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loopsarticle · 9 shared references

Details

Year2008

Typepreprint

Published2008-01-01

VenueSSRN Electronic Journal

ISSN-L1556-5068

Languageen

Citations35

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.2139/ssrn.1269523

openalex_workW1577478679

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