ABSTRACT
The service-profit chain demonstrates links between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. This chain involves employee, customer and company perspective as one framework. The conceptual model of this research was modified from the Heskett et al. service-profit chain framework as data for some variables in the service-profit chain were not accessible by adjusting profitability and revenue growth to daily business performance. Based on literature study combined with qualitative approach, this research aims to propose the service-performance chain model (Indonesian context).
