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Full-Text Articles in Business
The Relationship Service-Profit Chain: Conceptual Framework And Propositions., Carmel Herington, Lester Johnson
The Relationship Service-Profit Chain: Conceptual Framework And Propositions., Carmel Herington, Lester Johnson
Lester Johnson
This conceptual paper proposes an expanded relationship service-profit chain as a business success model based on blending human resource management and marketing within the relationship marketing framework. The major contribution of the paper is the extension of thought and usage of the service-profit chain through the super-imposition of a relationship building approach to the provision of service. The proposed model draws on the original service-profit chain, which is further enhanced through the addition of a relationship marketing orientation guiding business culture and combining internal marketing and human resource management activities to best implement an updated service-profit chain. The enhanced relationship …
The Rbv And Value Creation: A Managerial Perspective, Angelina Zubac, Graham Hubbard, Lester Johnson
The Rbv And Value Creation: A Managerial Perspective, Angelina Zubac, Graham Hubbard, Lester Johnson
Lester Johnson
Purpose: The paper aims to explain why the customer value construct is important to resource-based view (RBV) scholars and how one might define it to study it. Design/methodology/approach: By a summary of the ideas behind the RBV and previously applied definitions of customer value, the paper explains why Woodruff's multidimensional definition of customer value is suited to studying customer value from a managerial perspective. To this end, it develops a framework and derives three research questions for studying how managers use the firm's resources to creat customer value. Findings: It was found that to understand how managers invest in dynamic …