TY - JOUR
T1 - Service marketing productivity and firm profit
T2 - Evidence from U.S. domestic airline companies
AU - Kim, Jin-Woo
AU - Prater, Edmund
N1 - (2011). Service Marketing Productivity and Firm Profit: Evidence From U.S. Domestic Airline Companies. Services Marketing Quarterly: Vol. 32, No. 3, pp. 181-198. doi: 10.1080/15332969.2011.581902
PY - 2011/7
Y1 - 2011/7
N2 - The service-profit chain has been used as a powerful tool for evaluating the relationship between service effort and profit. However, this framework cannot account for customer satisfaction, which may be the ultimate goal of firms. This article attempts to investigate the relationship between service marketing productivity and profit by using data envelopment analysis and regression to determine the mediating role of customer satisfaction in the service-profit chain. The data from 17 U.S. domestic airlines from 2001 to 2005 indicate a significant association between service marketing productivity and profit and the mediating effect of customer satisfaction.
AB - The service-profit chain has been used as a powerful tool for evaluating the relationship between service effort and profit. However, this framework cannot account for customer satisfaction, which may be the ultimate goal of firms. This article attempts to investigate the relationship between service marketing productivity and profit by using data envelopment analysis and regression to determine the mediating role of customer satisfaction in the service-profit chain. The data from 17 U.S. domestic airlines from 2001 to 2005 indicate a significant association between service marketing productivity and profit and the mediating effect of customer satisfaction.
KW - Airline service
KW - Customer satisfaction
KW - Data envelopment analysis
KW - Service marketing productivity
KW - Service-profit chain
UR - https://www.scopus.com/pages/publications/79960692552
U2 - 10.1080/15332969.2011.581902
DO - 10.1080/15332969.2011.581902
M3 - Article
SN - 1533-2969
VL - 32
SP - 181
EP - 198
JO - Services Marketing Quarterly
JF - Services Marketing Quarterly
IS - 3
ER -