Validation Of Key Relationships In An Extended Service-Profit Chain Model In The South Africa Retail Industry Context

Abstract

The purpose of the study was to evaluate an extended conceptual model depicting hypothesised relationships between employee climate, customer value and financial performance. Questionnaires assessing employee experienced climate and customer-experienced value were completed by all the employees (more than 1200) and more than 2000 customers of a single retail company operating almost 100 stores in Southern Africa. The major findings were that some of the components of employee-experienced climate are positively related to customer experienced value in terms of both product and relationship quality. There was no significant relationship between customer-experienced value and the financial performance of the organisation. Opsomming
Die doel van hierdie studie was om ‘n uitgebreide konseptuele model te toets wat gehipotetiseerde verwantskappe voorstel tussen werknemer-ervaarde klimaat, kliënt-ervaarde waarde en finansiële prestasie. Vraelyste wat werknemer-ervaarde klimaat en kliënt-ervaarde waarde meet is voltooi deur meer as 1200 werknemers en meer as 2000 kliënte van ‘n enkele kleinhandelaar wat landwyd byna 100 winkels regoor Suid-Afrika bedryf. Die hoofbevindinge is dat sommige komponente van werknemer-ervaarde klimaat positief verwant is aan kliënt-ervaarde waarde in terme van beide produk en verhoudingsgehalte. Daar was egter geen beduidende verband tussen kliëntervaarde waarde en die finansiële prestasie van die organisasie nie.