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.
  

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...