Total Service Profit Chain Management ―Development of Heskett's Theory of Service Profit Chain

摘要

Heskett's service-profit chain theory is one of the most important theories in the service management field, and has given a lot of inspirations to the other researchers and managers. But with the development of business environment, we have the necessity to reconsideration the theory. Just as other service management theories, value is the core concept of Heskett's service-chain theory; he thought that value includes two parts: transferred value which is created in the delivery process and the value from the consumption of service. But when we are stepping into a so-called experience economy when customers care more about the overall experience whenever and wherever service firm have contacts with them, we should reconsider the customer's definition on value. In this paper, we will revised Heskett's value concept and develop a so-called experience value which is created by customeremployeefirm .The experience value will be created in the Service delivery Process (between customer and employee), External Marketing Communication (between customer and Firm) and Ability Cycle (between employees and corporation) and shared by customer as customer's value, corporation as profits and employees as return. So it is very clear how to manage the OSC. Firstly, corporation should manage the employee's Ability Cycle; Secondly, service corporation should use Integrated Communication to enhance the brand value; thirdly, service firm should well manage the employees and improve the ability cycle.