Research On The Service Profit Chain Of LS Jewelry Corporation

The service profit chain is put forward by service management research team consisted of professor James L. Heskett and five other professors in Harvard Business school in the study of "service profit chain" model. It clearly shows the relationship between corporate profitability, customer satisfaction and loyalty, employee satisfaction and loyalty and productivity, of which each link will have an impact on their subsequent link including the implementation of the quality of each link. Therefore, to analyze, implement and manage the service profit chain closely will make profit for the enterprises. The service profit chain is a key lifeline in the growth of enterprises, particularly when they have developed to a certain stage. It is the most important to coordinate the relationship between profits, customer, employee the enterprise.LS Jewelry Corporation is a company specializing in the design and manufacture of jewelry. After nearly ten years of development, the company has get most jewelry retail brand customers in each big city, and has owned predominant technology in the jewelry industry. At present, LS Corporation has been involved in the field of gold mining, smelting, recycling, and is becoming a leading regional jewelry enterprise with prominent main business and leading technology s. At the same time, the corporation has also confronted many problems in terms of service. The employees’satisfaction and loyalty, customers’satisfaction and loyalty are the focus to be taken into consideration, and the service profit chain has become a key step to implement the corporation’s sustainable development.After inspection, analysis and summary of the service profit chain and relevant literatures, the dissertation make a systematic research on LS Corporation’s service status using some research tools. At last, the dissertation research and reconstruct LS Jewelry Corporation’s service profit chain.