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 partplays 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 Servicedelivery system presented by variables such as employee satisfaction, employee loyalty, the quality of servicesprovided by employees and employee capability. In The designed model customer satisfaction considered asintermediate variables impact organizational performance in service delivery systems as well as customerloyalty.The results of the analysis of field data brokerage companies in Tehran Stock Exchange showed a significanteffect of service delivery system on customer satisfaction and loyalty. The results also showed that customersatisfaction and loyalty have significant effect on the performance of brokers that are in the Tehran StockExchange. Impact of employee satisfaction and employee capabilities on customer satisfaction has beenconfirmed. And the impact of employee satisfaction, service quality and employee capability on customer loyaltyhas been confirmed.
Highlights
The causal relationship between employee satisfaction, customer satisfaction, and profitability is a topic of growing academic and managerial interest (e.g. Oliver, 1997; Reichheld, 1993; Rust et al, 1996; Estelami, 2000; Heskett et al, 1997)
In this study Service delivery system presented by variables such as employee satisfaction, employee loyalty, the quality of services provided by employees and employee capability
This stream of research has helped conceptualize the notion of a “service profit chain” (Heskett et al, 1994, 1997), within the service profit chain, service quality is driven, primarily, by employee satisfaction, which, in turn is influenced by HR practices
Summary
The causal relationship between employee satisfaction, customer satisfaction, and profitability is a topic of growing academic and managerial interest (e.g. Oliver, 1997; Reichheld, 1993; Rust et al, 1996; Estelami, 2000; Heskett et al, 1997). Oliver, 1997; Reichheld, 1993; Rust et al, 1996; Estelami, 2000; Heskett et al, 1997) This stream of research has helped conceptualize the notion of a “service profit chain” (Heskett et al, 1994, 1997), within the service profit chain, service quality is driven, primarily, by employee satisfaction, which, in turn is influenced by HR practices. The satisfaction of the employees of the internal quality of the Organization will maintain them and increase their efficiency. This is in turn caused the value of the services will be filed under instrument gain the satisfaction of our customers and their loyalty. The question that raised here is whether paying attention to the properties of the different staff and gain the satisfaction of the workers can be effective on providing the services that led to customer satisfaction and loyalty? And whether employees are satisfied with the quality of internal organization is associated with satisfaction and loyalty of costumers? And whether getting and keeping customers satisfied and loyal can improve performance of service organizations?
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