CARLY FRENNEA, VIKAS MITTAL AND ROBERT A.WESTBROOK
The Satisfaction Profit Chain (SPC) is a theoretical framework that helps link attribute-level perceptions, overall customer satisfaction, customer intentions/behaviors, and financial outcomes. This chapter reviews existing empirical research in this area and provides guidance and recommendations for future research. It is intended to be helpful to managers and academics who are interested in understanding how customer satisfaction — a focal construct — is embedded in the context of its antecedents and consequences.
