Business Commons^™

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 …