Extended service profit chain in telecom service industry in Oman – An empirical validation

Abstract

The classic Service-Profit Chain is extended to understand its relevance and usefulness for Telecom Service Industries. This three-tier, two-stage architecture features three major actors: Original Equipment Manufacturers, Telecom Service Providers and End Users. A questionnaire-based survey research was conducted to assess the mutual influence among various attributes like quality, loyalty, satisfaction, profitability etc., by testing statistically a thoroughly-argued set of comprehensive interlinked hypotheses. The findings proclaim that service quality and employee satisfaction provide the major impetus for boosting customers loyalty, satisfaction, and their repurchase behavior. For businesses to remain profitable, the results exhort that these attributes be continually monitored assiduously.

Keywords

• Service quality
• Employee satisfaction
• Customer satisfaction
• Profitability
• Service Profit Chain