The employee-customer profit chain: estimating and managing the linkages
Lars Grønholdt & Anne MartensenCopenhagen Business School
INTRODUCTION
Researchers at the Harvard Business School have developed the service-profit chain based on...
The employee-customer profit chain: estimating and managing the linkages
This paper examines the linkages between employee loyalty, customer loyalty and profitability. From a conceptual point of view, this employee-customer-profit chain is well founded and generally accepted.
