An Empirical Model of Customer Relationships and Value Creation In a Service Industry

Sammanfattning: This paper presents a model in which measures of customer and employee satisfaction, as well as other measures, are inserted into a model of the value creation process of a service company in order to better understand their relevance in business. The model is supported using theory, starting in the Service Profit Chain theory from Heskett et al., as well as by an extensive empirical study performed on an unnamed company. The conclusions reached are in the form of (1) recommendations to the company studied and (2) a somewhat qualified acceptance of the model as useful and well supported.