TY  - JOUR
AB  - The concept of value in relationship marketing is a theme of increasing interest. This paper examines the concepts of employee value, customer value and shareholder value and the linkages between them. It reviews research on the service‐profit chain framework and other related models and then discusses the extent to which linkage models or enterprise performance models, which integrate these components of value, have been adopted by organisations. An example is used to illustrate the adoption and use of an enterprise performance model. Implications for the retail financial services sector are considered.
VL  - 18
IS  - 6
SN  - 0265-2323
DO  - 10.1108/02652320010358689
UR  - https://doi.org/10.1108/02652320010358689
AU  - Payne Adrian
AU  - Holt Sue
AU  - Frow Pennie
PY  - 2000
Y1  - 2000/01/01
TI  - Integrating employee, customer and shareholder value through an enterprise performance model: an opportunity for financial services
T2  - International Journal of Bank Marketing
PB  - MCB UP Ltd
SP  - 258
EP  - 273
Y2  - 2024/04/25
ER  -