Quality of work life and performance - An ad hoc investigation of two key elements in the service profit chain model

Service profit chain is a well-received model to explain the sustainable co mpetitiveness of many service organizations The model attributes a service organization's financial and market performance to its relationships with i ts customers and employees. According to the service profit chain, internal service quality serves the foundation of the model and it ignites a chain effect leading to an organization's growth and profitability in the end The purpose of this study is to provide an ad hoc analysis of two hey elements of the service profit chain. Specifically, this research explores the dire ct linkage between performance in growth and profitability and quality of w ork life, which is a proxy for internal service quality in the service prof it chain model, The performance of companies with a reputation of high qual ity of work life weve contrasted to a control group of S&P 500 companies us ing COMPUSTAT data.