A Survey on the Effect of Service Delivery System on Corporate Performance Using Service Profit Chain Model

Abstract

One of the unique characteristics of services is that customer participate actively in service production process. In other words, every moment is the interaction between a customer and a supplier of services, that each part plays crucial role in service-based organizations. Such models have been proposed to explain this interaction, the service profit chain model. Service profit chain model offers a relation which connects organization profit, customer loyalty and service value to the employee satisfaction, productivity and ability. In this study service delivery system is presented by variables such as employee satisfaction, employee loyalty, the quality of services provided by employees and employee capability. The designed model customer satisfaction considered as intermediate variables impact organizational performance in service delivery systems as well as customer loyalty. The results of the analysis of field data brokerage companies in Tehran Stock Exchange showed a significant effect of service delivery system on customer satisfaction and loyalty. Impact of employee satisfaction and employee capabilities on customer satisfaction has been confirmed.