2016 Volume 24 Issue 4 Pages 231-238
With the development of service industries, we have recognized the “Service-Dominant Logic” that a company (service providers) and customers create the value of the services together in and the “Service Profit Chain” that the relation of service providers’ satisfaction and the customers’ satisfaction and company’s profit are important in. In this study, we classify customers and service providers using the system for analyzing the effects of the service by type. Furthermore, we propose the new model based on “Service Profit Chain” in consideration of the customer’s types and the service provider’s types. Therefore, we propose the approach method that a company (service providers) and customers can create the value together in, based on constructing the good communication and matching between the service providers and customers by modeling the structure of the relationship among service quality and service providers’ satisfaction and customers’ loyalty.
