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Service profit chain and throughput orientation: a manager-employee-customer triad perspective in services

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  • Pankaj C. Patel
  • Gurjeet Kaur Sahi
  • Mahesh Gupta
  • Jayanth Jayaram

Abstract

Building on the Theory of Constraints (TOC) in the service context and drawing on internal and external service profit chain literature, we explore the role of throughput orientation at the manager-employee-customer triad level. Controlling for archival performance data at the branch level of banks, in a sample of 136 triads of managers-frontline employees-customers at 37 branches from a bank in a northern state in India, we find that throughput orientation is positively associated with external service profit chain; and this association is further strengthened under stronger internal service profit chain. By integrating a service-operations based perspective of service employees at a triadic level, we demonstrate the importance of throughput orientation in service profit chains.

Suggested Citation

  • Pankaj C. Patel & Gurjeet Kaur Sahi & Mahesh Gupta & Jayanth Jayaram, 2020. "Service profit chain and throughput orientation: a manager-employee-customer triad perspective in services," International Journal of Production Research, Taylor & Francis Journals, vol. 58(17), pages 5196-5217, September.
    • Handle: RePEc:taf:tprsxx:v:58:y:2020:i:17:p:5196-5217
    DOI: 10.1080/00207543.2019.1708991
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    Cited by:

    1. Mujahid Ghouri, Arsalan & Mani, Venkatesh & Jiao, Zhilun & Venkatesh, V.G. & Shi, Yangyan & Kamble, Sachin S., 2021. "An empirical study of real-time information-receiving using industry 4.0 technologies in downstream operations," Technological Forecasting and Social Change, Elsevier, vol. 165(C).

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