Purpose – Much empirical evidence is in conflict with the expectations of the service‐profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction...

Purpose – The paper aims to explore the relationship between customer satisfaction and branch profitability within the UK retail‐banking sector. Design/methodology/approach – A survey is conducted within one UK bank, providing access to national customer survey data, and access to branch...

Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...