Validation of key relationships in an extended service-profit chain model in the South Africa retail industry context.

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dc.contributor.author Verwey, A.M.
dc.contributor.author Carstens, L.
dc.date.accessioned 2009-07-31T08:49:07Z
dc.date.available 2009-07-31T08:49:07Z
dc.date.issued 2003
dc.identifier.citation 1(1), 65-76. en
dc.identifier.uri http://hdl.handle.net/10210/2896
dc.description.abstract The purpose of the study was to evaluate an extended conceptual model depicting hypothesised relationships between employee climate, customer value and financial performance. Questionnaires assessing employee experienced climate and customer-experienced value were completed by all the employees (more than 1200) and more than 2000 customers of a single retail company operating almost 100 stores in Southern Africa. The major findings were that some of the components of employee-experienced climate are positively related to customer experienced value in terms of both product and relationship quality. There was no significant relationship between customer-experienced value and the financial performance of the organisation. en
dc.language.iso en en
dc.publisher SA Journal of Human Resource Management en
dc.rights Complies with the rights as specified by the publisher: http://sajhrm.co.za/ & Copyright University of Johannesburg en
dc.subject Service profit chain model en
dc.subject Financial performance en
dc.subject Relationship quality en
dc.subject Conceptual model en
dc.title Validation of key relationships in an extended service-profit chain model in the South Africa retail industry context. en
dc.type Article en

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