期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2012
卷号：7
期号：6
页码：161
语种：English
出版社：Canadian Center of Science and Education
摘要：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 part plays 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 Service delivery system presented by variables such as employee satisfaction, employee loyalty, the quality of services provided by employees and employee capability. In The designed model customer satisfaction considered as intermediate variables impact organizational performance in service delivery systems as well as customer loyalty. The results of the analysis of field data brokerage companies in Tehran Stock Exchange showed a significant effect of service delivery system on customer satisfaction and loyalty. The results also showed that customer satisfaction and loyalty have significant effect on the performance of brokers that are in the Tehran Stock Exchange. Impact of employee satisfaction and employee capabilities on customer satisfaction has been confirmed. And the impact of employee satisfaction, service quality and employee capability on customer loyalty has been confirmed.
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