Exploring the strategic determinants of financial performance. Revisiting the service-profit chain using data from the Greek Banking Sector

      Аннотация: It is a well acknowledged fact that different firms operating in similar micro and macro economic environments experience widely different degrees of success. As such, the main drivers of financial performance and their interrelations have for decades puzzled the minds of academics and practitioners alike. Yet, despite considerable research in the field, there is still a lack of empirical generalizability with regards to the main non-financial determinants of financial performance, and the collective impact that they have on the bottom line, presenting fertile grounds for further empirical investigation. This book utilizes and advances previous research from diverse fields in an attempt to shed some light onto the critical determinants of financial performance, and their multifaceted and non-linear interrelations. In this context, a model has been developed that encompasses several critical customer and internal process antecedents of financial performance and depicts their hypothesized interrelations.

Ключевые слова: business strategy, balanced scorecard, performance management, Customer Performance, Service-Profit Chain