---
res:
  bibo_abstract:
  - <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>@eng
  bibo_authorlist:
  - foaf_Person:
      foaf_givenName: Jens
      foaf_name: Hogreve, Jens
      foaf_surname: Hogreve
  - foaf_Person:
      foaf_givenName: Anja
      foaf_name: Iseke, Anja
      foaf_surname: Iseke
      foaf_workInfoHomepage: http://www.librecat.org/personId=68702
  - foaf_Person:
      foaf_givenName: Klaus
      foaf_name: Derfuss, Klaus
      foaf_surname: Derfuss
  bibo_doi: 10.1177/10946705211052410
  dct_date: 2021^xs_gYear
  dct_isPartOf:
  - http://id.crossref.org/issn/1094-6705
  - http://id.crossref.org/issn/1552-7379
  dct_language: eng
  dct_publisher: Sage@
  dct_title: 'The Service-Profit Chain: Reflections, Revisions, and Reimaginations@'
...