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A Survey on the Effect of Service Delivery System on Corporate Performance Using Service Profit Chain Model

机译：利用服务利润链模型调查服务提供系统对公司绩效的影响

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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.
机译：服务的独特特征之一是客户积极参与服务生产过程。换句话说，每时每刻都是客户与服务供应商之间的互动，每个环节在基于服务的组织中都起着至关重要的作用。已经提出了这样的模型来解释这种相互作用，即服务利润链模型。服务利润链模型提供了一种将组织利润，客户忠诚度和服务价值与员工满意度，生产力和能力联系起来的关系。在本研究中，服务交付系统由诸如员工满意度，员工忠诚度，员工提供的服务质量和员工能力之类的变量表示。在设计模型中，将客户满意度视为中间变量，这会影响服务交付系统中的组织绩效以及客户忠诚度。德黑兰证券交易所的现场数据经纪公司的分析结果表明，服务交付系统对客户满意度和忠诚度具有显着影响。结果还显示，客户满意度和忠诚度对德黑兰证券交易所经纪人的业绩产生重大影响。员工满意度和员工能力对客户满意度的影响已得到确认。并且已经确认了员工满意度，服务质量和员工能力对客户忠诚度的影响。

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