Social Identity and the Service-Profit Chain

Christian Homburg · Jan Wieseke · Wayne D. Hoyer

666 citations0/0 files storedJournal of Marketing

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Employee Performance and Motivation

Abstract

The conventional service-profit chain (SPC) proposes that a firm's financial performance can be improved through a path that connects employee satisfaction, customer orientation, customer satisfaction, and customer loyalty. In this article, a complementary SPC that is built on both a conventional path and a social identity-based path is introduced. The latter SPC path centrally builds on customer- and employee-company identification as a core construct. Using a large-scale triadic data set that includes data from employees, customers, and firms, the authors find strong support for the extended SPC, which accounts for important customer (loyalty and willingness to pay) and firm (financial performance) outcomes. In addition, the effects of company identification exist incrementally beyond the effects of the conventional SPC path.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988On the Evaluation of Structural Equation Models 1979Intraclass correlations: Uses in assessing rater reliability.1994The Commitment-Trust Theory of Relationship Marketing 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality 1977Handbook of Industrial and Organizational Psychology.1986Psychology of intergroup relations

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2015Identifying organizational identification as a basis for attitudes and behaviors: A meta-analytic review.2013Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees 2010CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality 2013Organizational Identity and Organizational Identification 2013Corporate Social Responsibility in Business-to-Business Markets: How Organizational Customers Account for Supplier Corporate Social Responsibility Engagement

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