CEF.UP – MaR Seminar/Webinar

Tuesday – April 1^st, 2025 | 18:30h – 20:00h | Room 631 | Online

“Rethinking the Service Profit Chain: A Revised Framework for the Digital Era”

Jens Hogreve – Ingolstadt School of Management, Catholic University of Eichstätt-Ingolstadt (Germany)

Abstract:

“Over the past 25 years, the service–profit chain (SPC) has become a key framework for service managers and researchers. This talk will reflect on and synthesize published research to clarify what is well understood about the SPC and what remains less explored. Based on an in-depth discussion of the field, the talk will present a revised SPC and highlight multiple areas for further research, including internal service quality as a system of human resource management practices, the roles of employee and customer well-being as additional mediators, different targets of employee and customer loyalty, key contingencies, and the potential for non-linear and feedback effects. The talk will conclude by reimagining the SPC in light of digital and artificial intelligence–driven transformations, followed by a discussion of ongoing research on AI at the service frontline.”