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The service profit chain
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 1450-2194
- DOI
- 10.1108/14502191111151232
- Publisher site
- See Article on Publisher Site
Abstract
Purpose – This exploratory research seeks to examine the relationship between employee commitment and financial performance in the Greek retail banking sector. Design/methodology/approach – A total of 331 questionnaires were completed by bank employees. Data were analyzed via confirmatory factor analysis, reliability analysis, correlation and mediation analysis. Findings – Contrary to expectations, both employee attitudes (affective commitment) and perceptions (morale climate) were unrelated to business financial performance. Research limitations/implications – Because of the chosen research approach, results may lack generalizability. Therefore, researchers are encouraged to test the reported findings further. Practical implications – Current findings might enhance understanding of the relationship between affective organizational commitment and financial performance in Greek retail banking. Originality/value – The paper extends the existing service profit chain research, offering insights into employee commitment and its relationship with financial performance, in the relatively under‐researched Greek context.
Journal
EuroMed Journal of Business – Emerald Publishing
Published: Jul 18, 2011
Keywords: Job commitment; Financial performance; Service‐profit chain; Cross cultural studies; Retailing; Customer satisfaction; Supply chain management; Job satisfaction; Greece