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Test of a service profit chain model in the Greek banking sector

Zoe S. Dimitriades (University of Macedonia, Thessaloniki, Greece)
Nancy Papalexandris (Athens University of Economics and Business, Athens, Greece)

EuroMed Journal of Business

ISSN: 1450-2194

Article publication date: 18 July 2011




This exploratory research seeks to examine the relationship between employee commitment and financial performance in the Greek retail banking sector.


A total of 331 questionnaires were completed by bank employees. Data were analyzed via confirmatory factor analysis, reliability analysis, correlation and mediation analysis.


Contrary to expectations, both employee attitudes (affective commitment) and perceptions (morale climate) were unrelated to business financial performance.

Research limitations/implications

Because of the chosen research approach, results may lack generalizability. Therefore, researchers are encouraged to test the reported findings further.

Practical implications

Current findings might enhance understanding of the relationship between affective organizational commitment and financial performance in Greek retail banking.


The paper extends the existing service profit chain research, offering insights into employee commitment and its relationship with financial performance, in the relatively under‐researched Greek context.



Dimitriades, Z.S. and Papalexandris, N. (2011), "Test of a service profit chain model in the Greek banking sector", EuroMed Journal of Business, Vol. 6 No. 2, pp. 142-154.



Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

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