Service –Profit chain in business analysis: A case study of robo technology corporation

Abstract

This paper applies the concept of service –profit chain in a company to identify factors affecting employee satisfaction and loyalty that results in customer satisfaction and loyalty to increase revenue and profit for the company. This paper uses qualitative analysis with a case study conducted through observation and deep interview of the managers and staff of the Robo Technology Corporation in order to apply the model of service –profit chain. Based on the data analysis, some solutions are proposed to improve the business capacity of the company.

Keywords

• chuỗi dịch vụ-lợi nhuận
• sự hài lòng của nhân viên
• lòng trung thành của nhân viên
• kết quả làm việc của nhân viên
• sự hài lòng của khách hàng
• lòng trung thành của khách hàng