An Application of the Service-Profit Chain to Department Stores Industry in Taiwan

• Main Authors: Tien-Lin Huang, 黃天麟
• Other Authors: York Y. Woo
• Format: Others
• Language: zh-TW
• Published: 1999
• Online Access: http://ndltd.ncl.edu.tw/handle/16560926479501975695

碩士 === 國立交通大學 === 經營管理研究所 === 87 === Since the "Servuction System Model" was explored on 1981, the managers of service organizations have realized that the frontline workers and customers are the center of management concern. Therefore, we would like to know "Could happy employees lead to satisfying customers and create profit for companies？" According to the concept of service-profit chain, strong relationships exist between employees satisfaction, customers satisfaction, and profit making. Because the department stores industry in Taiwan has been intensely grouping competitive, and the key to sustainable survive is finding an effective and suitable competing strategy to face the rapidly changing market. So this study use the concept of the service-profit chain to discuss the interactive relationships between internal service quality, external service value, and profitability on department store industry. This research''''''''s purposes are: 1.Would demographic variables and corporate culture affect employees satisfaction? 2.Discuss the relationship between internal service quality and employees satisfaction. 3.Discuss the relationship between employees satisfaction and productivity. 4.Discuss the relationships between other variables of the service-profit chain by related literatures. 5.Providing the suggestions for practical management in accordance with the results. The results of my analysis suggest that: 1.The demographic variables do not significantly affect employees satisfaction, but corporate culture does. 2.Employees satisfaction is strongly related to internal service quality, and corporate culture significantly affects the relationship between internal service quality and employees satisfaction. 3.Employees satisfaction does not significantly affect productivity. 4.The results of this research and the conclusions of related literatures are consistent for the service-profit chain model.