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chnology and conducts a critical analysis towards the literatures, pointing out that the significance of this research.
2.1 Service profit chain
Service profit chain is an indication of relations among profits, customers, employees and enterprises and a chain composed by a number of links, it was proposed by Professor James L. Heskett and other four professors of Harvard Business School when they formed the task force of service management and brought forward the ‘service value chain’ model in 1994. This research which has experienced 20 years and investigated thousands of service enterprises attempts to reveal theoretically what has determines the profits of service enterprises’. It believes that service profit chain can be understood as a link which can combine profitability, customer loyalty, employee satisfaction and loyalty and productivity together, it is a closed chain which plays the role of a loop, the quality of implementation of every link will directly affects the subsequent part, the ultimate goal is to make enterprises profitable. (Heskett J L, Jones T O, Loveman GW, et al. 1994)
2.1.1 Employee satisfaction and service quality
Internal service quality drives employee satisfaction. To better serve the external customers, companies should first of all treat employees as internal customers, specify the importance of the service of ‘internal customers’, to meet the needs of internal customers as much as possible, providing high-quality internal services (Heskett J L, et al. 1987.). Internal service quality depends on whether staff is satisfied with its own work as well as the relationship between employees. The satisfactory of work itself depends on its ability to complete predetermined target and the powers possessed in this process. When employees have the above two conditions, they will be surely satisfied with their work, their enterprise for achieving the desired objectives, ultimately forming the loyalty to the enterprises. The service of high quality comes from a high retention rate and high efficiency of employees, which is derived from staff’s loyalty for enterprises. Employee's work is a natural way to generate value of the service, and staff productivity will undoubtedly determine whether the value they have created is high or low, only the high loyalty of employees’ can produce service of a high quality(Philip K otler , G ary Armstrong, 1994).

References
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Cronin, J.J. Jr, Brady, M.K. and Hult, G.T.M. (2000). Assessing the effects of quality, va本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。