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in: Theories and Models in Tourism, UYSAL MUZAFFER,ÇETİN İBRAHİM,İÇÖZ ORHAN,İÇÖZ ONUR,BOZKURT Yiğit Sebahattin, Editor, CAB International , London, pp.222-228, 2026
Developed and conceptualized by Heskett’s work, the service-profit chain (SPC) defines the relationships between employees and customers. The starting point of the SPC is internal service quality. Satisfied, loyal, committed, and productive employees reflect this in external service quality, thus activating the SPC. Service quality creates satisfied and loyal customers, and as a result, the company achieves growth and profitability, completing all the links in the chain. The theory redefines competitive advantage in the industry by explaining the key role of employee engagement in the success of business performance.