期刊名称：Journal of Operations and Supply Chain Management
印刷版ISSN：1984-3046
出版年度：2010
卷号：3
期号：2
页码：1-12
DOI：10.12660/joscmv3n2p1-12
语种：English
出版社：FGV-EAESP
摘要：One of the strongest relationships among the elements of Heskett, Sasser and Schlesinger's service profit chain is verified between employee satisfaction and client's satisfaction. This paper reports the results of an exploratory study on the Brazilian operation of a world-wide leader of elevator technical assistance, in which the relationship between these two elements and their influence on the client retention rate was evaluated. The research data were treated with statistical discriminant and cluster analysis. The findings identified the relationship between employee and client satisfaction in 25 of the 27 business units studied. On the other hand, the factor that largely influences the client retention rate in this business environment is client satisfaction, while employee satisfaction is almost null. The results have important academic and managerial implications, given the limited amount of studies in this area and drive actions for the business success.
关键词：Service Profit Chain. Quality of Service. Service Management. Technical Assistance
