Strydom, Gregory; Ewing, Michael T.; Heggen, Campbell - In: European Journal of Marketing 54 (2020) 10, pp. 2343-2363
Purpose: This study aims to present an extended service-profit chain (SPC) framework for assessing service performance. This framework is then used to investigate non-linear and asymmetric links between service delivery investments and customer satisfaction, as well as time lags in...