Reconceptualizing Service Profit Chain in Church Management: Scale Development Approach

Abstract

This paper portrays a knowledge-based point of view to acknowledge the relevance of service profit chain in churches, and how it compels a church to be diverse via workers internal service quality such as workers satisfaction and external service quality such as customer satisfaction amongst others. It exploited a multistage growth measure procedures where review questionnaires were shared to 50 participants which includes members and workers of a Faith-based Church. The conclusion of the confirmatory and exploratory factor examination displays the multi-stage type of service profit chain in churches. Eight sections were approved which consists- Internal service quality, workers satisfaction, workers retention, workers productivity, members loyalty, members satisfaction, revenue growth and productivity. This paper proposes an evidence of reliability and validity of the measures used which implies fresh tactic to verify service profit chain in churches. Conclusions show that churches who participate in service profit chain are recognized to be creative and use their information base as a winning platform to stimulate means to increase and achieve their objectives.

Keywords: competitive advantage, knowledge-based view, profit and growth, service profit chain.

JEL classification: M0

DOI: 10.7176/JPCR/44-01

Publication date:June 30^th 2019