---
_id: '5189'
abstract:
- lang: eng
  text: <jats:p> The service–profit chain (SPC) has served as a prominent guidepost
    for service managers and researchers alike. This meta-analysis provides the first
    comprehensive test of the SPC, showing that all the proposed links are statistically
    significant and substantial. However, the effect sizes vary considerably, partly
    according to the type of service provided. Meta-analytic structural equation models
    show that internal service quality translates into service performance through
    various mechanisms beyond employee satisfaction, and they highlight the importance
    of the service encounter and customer relationship characteristics for customer
    responses. The findings not only indicate the need to integrate complementary
    paths in the SPC framework but also challenge the implicit SPC rationale that
    firms should always maximize employee satisfaction and external service quality
    to optimize firm performance. </jats:p>
author:
- first_name: Jens
  full_name: Hogreve, Jens
  last_name: Hogreve
- first_name: Anja
  full_name: Iseke, Anja
  id: '68702'
  last_name: Iseke
- first_name: Klaus
  full_name: Derfuss, Klaus
  last_name: Derfuss
- first_name: Tönnjes
  full_name: Eller, Tönnjes
  last_name: Eller
citation:
  ama: 'Hogreve J, Iseke A, Derfuss K, Eller T. The Service–Profit Chain: A Meta-Analytic
    Test of a Comprehensive Theoretical Framework. <i>Journal of Marketing</i>. 2016;Vol.
    81 (3):41-61. doi:<a href="https://doi.org/10.1509/jm.15.0395">10.1509/jm.15.0395</a>'
  apa: 'Hogreve, J., Iseke, A., Derfuss, K., &#38; Eller, T. (2016). The Service–Profit
    Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework. <i>Journal
    of Marketing</i>, <i>Vol. 81 (3)</i>, 41–61. <a href="https://doi.org/10.1509/jm.15.0395">https://doi.org/10.1509/jm.15.0395</a>'
  bjps: '<b>Hogreve J <i>et al.</i></b> (2016) The Service–Profit Chain: A Meta-Analytic
    Test of a Comprehensive Theoretical Framework. <i>Journal of Marketing</i> <b>Vol.
    81 (3)</b>, 41–61.'
  chicago: 'Hogreve, Jens, Anja Iseke, Klaus Derfuss, and Tönnjes Eller. “The Service–Profit
    Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework.” <i>Journal
    of Marketing</i> Vol. 81 (3) (2016): 41–61. <a href="https://doi.org/10.1509/jm.15.0395">https://doi.org/10.1509/jm.15.0395</a>.'
  chicago-de: 'Hogreve, Jens, Anja Iseke, Klaus Derfuss und Tönnjes Eller. 2016. The
    Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework.
    <i>Journal of Marketing</i> Vol. 81 (3): 41–61. doi:<a href="https://doi.org/10.1509/jm.15.0395,">10.1509/jm.15.0395,</a>
    .'
  din1505-2-1: '<span style="font-variant:small-caps;">Hogreve, Jens</span> ; <span
    style="font-variant:small-caps;">Iseke, Anja</span> ; <span style="font-variant:small-caps;">Derfuss,
    Klaus</span> ; <span style="font-variant:small-caps;">Eller, Tönnjes</span>: The
    Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework.
    In: <i>Journal of Marketing</i> Bd. Vol. 81 (3) (2016), S. 41–61'
  havard: 'J. Hogreve, A. Iseke, K. Derfuss, T. Eller, The Service–Profit Chain: A
    Meta-Analytic Test of a Comprehensive Theoretical Framework, Journal of Marketing.
    Vol. 81 (3) (2016) 41–61.'
  ieee: 'J. Hogreve, A. Iseke, K. Derfuss, and T. Eller, “The Service–Profit Chain:
    A Meta-Analytic Test of a Comprehensive Theoretical Framework,” <i>Journal of
    Marketing</i>, vol. Vol. 81 (3), pp. 41–61, 2016.'
  mla: 'Hogreve, Jens, et al. “The Service–Profit Chain: A Meta-Analytic Test of a
    Comprehensive Theoretical Framework.” <i>Journal of Marketing</i>, vol. Vol. 81
    (3), 2016, pp. 41–61, doi:<a href="https://doi.org/10.1509/jm.15.0395">10.1509/jm.15.0395</a>.'
  short: J. Hogreve, A. Iseke, K. Derfuss, T. Eller, Journal of Marketing Vol. 81
    (3) (2016) 41–61.
  ufg: '<b>Hogreve, Jens et. al. (2016)</b>: The Service–Profit Chain: A Meta-Analytic
    Test of a Comprehensive Theoretical Framework, in: <i>Journal of Marketing</i>
    <i>Vol. 81 (3)</i>, S. 41–61.'
  van: 'Hogreve J, Iseke A, Derfuss K, Eller T. The Service–Profit Chain: A Meta-Analytic
    Test of a Comprehensive Theoretical Framework. Journal of Marketing. 2016;Vol.
    81 (3):41–61.'
date_created: 2021-03-03T13:38:07Z
date_updated: 2023-03-15T13:49:58Z
department:
- _id: DEP1512
doi: 10.1509/jm.15.0395
language:
- iso: eng
page: 41-61
publication: Journal of Marketing
publication_identifier:
  issn:
  - 0022-2429
  - 1547-7185
publication_status: published
status: public
title: 'The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical
  Framework'
type: journal_article
user_id: '79078'
volume: Vol. 81 (3)
year: 2016
...