Service Profit Chain model
It links employee satisfaction to customer loyalty and profit through a measurable driver chain, setting Strategy priorities and an Evidence base, then calls for annual refinement, a Learning loop, without touching who executes the work.
James Heskett, W. Earl Sasser Jr., and Leonard Schlesinger, 1994
The origin of the framework, as the directory records it. The mark grades the origin, not this page.
Umbrex, Service Profit Chain model
The directory entry this score was read from. Umbrex is a consultancy network; its summary is the reference, not a primary source.
Scored against the twelve cells, it loads three: Strategy, Evidence, and Learning. The other nine it leaves to you. Of Composition, Evidence, and Mastery, the three cells that go blank first when an agent enters a workflow, it loads Evidence.
This is not a summary of the framework. Umbrex has one; the link under Sources goes there.
Where on the evolution curve does each capability sit, and does that dictate build, buy, or let go?
What would you show an auditor, and can the system produce it without being asked?
How does tacit judgment become reusable, and who owns the loop that has to close?