แนวคิดห่วงโซ่การบริการแห่งกำไร
Main Article Content
Abstract
Article Details
I and co-author(s) certify that articles of this proposal had not yet been published and is not in the process of publication in journals or other published sources. I and co-author accept the rules of the manuscript consideration. Both agree that the editors have the right to consider and make recommendations to the appropriate source. With this rights offering articles that have been published to Panyapiwat Institute of Management. If there is a claim of copyright infringement on the part of the text or graphics that appear in the article. I and co-author(s) agree on sole responsibility.
References
วินัย ปัญจขจรศักดิ์. (2551). การประยุกต์ใช้ห่วงโซ่บริการแห่งกำไรในอุตสาหกรรมบริการสุขภาพ: กรณีศึกษาโรงพยาบาลเอกชนในตลาดหลักทรัพย์แห่งประเทศไทย. กรุงเทพ ฯ : บัณฑิตวิทยาลัย มหาวิทยาลัยอีสเทิร์นเอเชีย.
Akraush, M.N. (2011). “The 7P’s Classification of The Service Marketing Mix Revisited: An Empirical Assessment of their Generalisability, Applicability and Effect on Performance Evidence form Jordan’s Service Organisations”. Jordan Journal of Business Administration. 7(1): 116-147.
Chi,Ch.G., and Gursoy, D. (2009). “Employee Satisfaction, Customer Satisfaction, and Financial Performance: An Empirical Examination”. International Journal of Hospitality Management. 28: 245–253.
Hallowell, R. (1996). “The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study”. International Journal of Service Industry Management. 7(4): 27-47.
Heskett, J. L., Jones, T. O., Loveman, G.W., Sasser Jr, W.E., and Schlesinger, L.A. (1994). “Putting the Service Profit Chain to Work”. Harvard Business Review. 72(2): 164-174.
Heskett, J. L., Sasser Jr, W.E., and Schelesinger, L. A. (1997). The Service Profit Chain, How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. NY: The Free Press.
Kotler, P., and Armstrong, G. (2012). Principle of Marketing. 14th Edition. NJ: Prentice Hall.
Lam, Sh.Y., Shanker, V., Erramil, M.K., and Murthy, B. (2004). Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from a Business-to-Business Service Context. Journal of the Academy of Marketing Science. 32(3): 293-311.
Lau, R. S. M. (2000). “Quality of Work Life and Performance: An Ad-hoc Investigation of TwoKey Elements in the Service Profit Chain Model”. International Journal of Service IndustryManagement. 11(5): 422-437.
Lin, B.W. (2007). “The Exploration of Customer Satisfaction Model from a Comprehensive Perspective”.Expert Systems with Applications. 33: 110–121.
Loveman, G., (1998). “Employee Satisfaction, Customer Loyalty, and Financial Performance”. Journal of Service Research. 1(1): 18–31.
Parasuraman, A., Zeitjaml, V.A., and Berry, L.L. (1988). “SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality”. Journal of Retailing. 64(1): 12-37.
Patterson, P. G., and Spreng, R. A. (1997). “Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-To-Business, Services Context: An Empirical Examination”. International Journal of Service Industry Management. 8(5): 414-434.
Peters, T.J., and Waterman, R.H. (1982). In Search of Excellence: Lessons from America’s Best-run Companies. NY: Harper & Row.
Reichheld, F. F. (1996). The Loyalty Effects:The Hidden Force Behind Growth. Profits and Lasting Value. BT: Harvard Business Review Press.
Robbins, S. P., and Coulter, M. (2002). Management. 7th Edition. NJ: Pearson Education.
Singgih, M.L., and Purnasakti, YB. H. (2010). “Evaluation of Relationship Marketing Using Service Profit Chain Model to Improve Customer Loyalty”. Service Science Conference. July: 426-434.
Voss, Ch., Tsikriktsis, N., Funk, B., Yarrow,D., and Owen, J. (2005). “Managerial Choice and Performance in Service Management - A Comparison of Private Sector Organizations with Further Education Colleges”. Journal of Operations Management. (23): 179-195.
Yee, R.W.Y., Yeung, A.C.L., and Cheng, C.E. (2010). “An Empirical Study of Employee Loyalty, Service Quality and Firm Performance in the Service Industry”.International Journal Production Economics. 124: 109-120.
Yee, R.W.Y., Yeung, A.C.L., and Cheng, T.C.E. (2011). “The Service Profit Chain: An Empirical Analysis in high-Contact Service Industries”. International Journal Production Economics. 130: 236-245.
Yelkur, R. (2000). “CustomerSatisfaction and the Marketing Mix”. Journal of Professional Service Marketing. 21(1): 105-115.
Zeithaml, V. A., Bitner, M. J., and Gremler, D. D. (2006). Services Marketing. 4th Edition.NY: McGraw-Hill.