The strategic role of relational capabilities in the business-to-business service profit chain

Vasilios Theoharakis, Laszlo Satjos, Graham J. Hooley

Research output: Contribution to journalArticle

Abstract

This paper extends the original service profit chain by examining the role of relational capabilities with employees, customers and strategic partners on process and performance outcomes in a business-to-business context. More specifically, we demonstrate how satisfied and loyal employees are better in developing relationships with customers and strategic partners. These relationships enable firms to be more responsive towards customers and become more innovative, which increase customer satisfaction and loyalty and, ultimately, financial performance. Our results provide support for the development of relational capabilities in a business-to-business environment by extending the service profit chain (SPC) model. However, we find that while the development of strong customer relationships contributes to an improved service responsiveness of the firm, strategic partners do not.
Original languageEnglish
Pages (from-to)914-924
Number of pages11
JournalIndustrial Marketing Management
Volume38
Issue number8
DOIs
Publication statusPublished - Nov 2009

Keywords

  • relational capabilities
  • innovativeness
  • strategic partners
  • service performance

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