Abstract
M.B.A.
Throughout the world companies are restructuring there processes. Companies are trying to
provide a better service to the customers with the same cost or alternatively at a lower cost.
The service-profit chain is an equation that establishes the relationship between corporate policies,
employee satisfaction, value creation, customer loyalty and profitability. This paper examines the
direct relationship between employee satisfaction and customer satisfaction. It concentrates on the
elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit
Chain” model.