---
_id: '7631'
abstract:
- lang: eng
  text: <jats:p> Over the past 25 years, the service–profit chain (SPC) has become
    a prominent guidepost for service managers and researchers. In this article, we
    reflect on and synthesize published research to clarify what researchers have
    learned about the SPC and what remains less well understood. Based on an in-depth
    discussion of the field, we present a revised SPC and propose multiple areas in
    which further research would be worthwhile, such as internal service quality as
    specific systems of human resource management practices, both employee and customer
    well-being as additional mediators, different targets of employee and customer
    loyalty, contingencies, and non-linear and feedback effects. We conclude by reimagining
    the SPC, and we discuss digital and artificial-intelligence–driven changes to
    the SPC’s structure. Finally, based on the insights we discuss, we inform scholars
    of the current state of SPC research and provide a detailed agenda for future
    research. </jats:p>
article_number: '109467052110524'
article_type: original
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
citation:
  ama: 'Hogreve J, Iseke A, Derfuss K. The Service-Profit Chain: Reflections, Revisions,
    and Reimaginations. <i>Journal of Service Research</i>. 2021. doi:<a href="https://doi.org/10.1177/10946705211052410">10.1177/10946705211052410</a>'
  apa: 'Hogreve, J., Iseke, A., &#38; Derfuss, K. (2021). The Service-Profit Chain:
    Reflections, Revisions, and Reimaginations. <i>Journal of Service Research</i>.
    <a href="https://doi.org/10.1177/10946705211052410">https://doi.org/10.1177/10946705211052410</a>'
  bjps: '<b>Hogreve J, Iseke A and Derfuss K</b> (2021) The Service-Profit Chain:
    Reflections, Revisions, and Reimaginations. <i>Journal of Service Research</i>.'
  chicago: 'Hogreve, Jens, Anja Iseke, and Klaus Derfuss. “The Service-Profit Chain:
    Reflections, Revisions, and Reimaginations.” <i>Journal of Service Research</i>,
    2021. <a href="https://doi.org/10.1177/10946705211052410">https://doi.org/10.1177/10946705211052410</a>.'
  chicago-de: 'Hogreve, Jens, Anja Iseke und Klaus Derfuss. 2021. The Service-Profit
    Chain: Reflections, Revisions, and Reimaginations. <i>Journal of Service Research</i>.
    doi:<a href="https://doi.org/10.1177/10946705211052410,">10.1177/10946705211052410,</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>: The Service-Profit Chain: Reflections, Revisions, and Reimaginations.
    In: <i>Journal of Service Research</i>, Sage (2021)'
  havard: 'J. Hogreve, A. Iseke, K. Derfuss, The Service-Profit Chain: Reflections,
    Revisions, and Reimaginations, Journal of Service Research. (2021).'
  ieee: 'J. Hogreve, A. Iseke, and K. Derfuss, “The Service-Profit Chain: Reflections,
    Revisions, and Reimaginations,” <i>Journal of Service Research</i>, 2021.'
  mla: 'Hogreve, Jens, et al. “The Service-Profit Chain: Reflections, Revisions, and
    Reimaginations.” <i>Journal of Service Research</i>, 109467052110524, Sage, 2021,
    doi:<a href="https://doi.org/10.1177/10946705211052410">10.1177/10946705211052410</a>.'
  short: J. Hogreve, A. Iseke, K. Derfuss, Journal of Service Research (2021).
  ufg: '<b>Hogreve, Jens et. al. (2021)</b>: The Service-Profit Chain: Reflections,
    Revisions, and Reimaginations, in: <i>Journal of Service Research</i>.'
  van: 'Hogreve J, Iseke A, Derfuss K. The Service-Profit Chain: Reflections, Revisions,
    and Reimaginations. Journal of Service Research. 2021;'
date_created: 2022-04-14T15:59:18Z
date_updated: 2023-03-15T13:50:11Z
doi: 10.1177/10946705211052410
language:
- iso: eng
publication: Journal of Service Research
publication_identifier:
  issn:
  - 1094-6705
  - 1552-7379
publication_status: published
publisher: Sage
quality_controlled: '1'
status: public
title: 'The Service-Profit Chain: Reflections, Revisions, and Reimaginations'
type: journal_article
user_id: '68702'
year: 2021
...