The expanded service profit chain model of China

Based on the review of previous research on isolated linkages and the complete service profit chain, this paper presents an expanded version of the service profit chain by substituting customer evaluation for the cycle constructed by employee satisfaction, loyalty, productivity and capability. Inserting market orientation as a mediating variable at the point of the connection between the internal and external component of the chain; increasing the customer trust and commitment to further analyze the linkage between customer satisfaction and loyalty; and finally, incorporating five contingent variables including firm size, industry type, competitive strategy, ownership type and economic openness level to testify their moderating effects on the chain. Three dimensions concerning, measurement development, data collection and analytical methodology need to be addressed in the future empirical studies.