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

Alireza Fazlzadeh, Mohammad Faryabi, Hossein Alizadeh Darabi, Behrad Zahedi


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
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.

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DOI: https://doi.org/10.5539/ijbm.v7n6p161

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