Forthcoming Articles

International Journal of Technology Intelligence and Planning

International Journal of Technology Intelligence and Planning (IJTIP)

Forthcoming articles have been peer-reviewed and accepted for publication but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.

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International Journal of Technology Intelligence and Planning (One paper in press)

Regular Issues

  • Identifying Sustainable Drivers of the Leadership Profit Chain through ISMMICMAC Analysis: Transforming the Service Profit Chain Model   Order a copy of this article
    by Amit Kumar, Shuchita Singh 
    Abstract: The study extends Heskett et al.s (1994) service profit chain (SPC) framework by incorporating transformational leadership and additional employee and customer-related variables. While the original SPC linked internal service quality, employee satisfaction, customer loyalty, and profitability, it ignored the role of leadership and other employee and customer drivers. To Address this gap, this study proposes a 14-factor leadership profit chain model incorporating transformational leadership, employee well-being, employee engagement, employee work passion, customer perceived quality, customer devotion and organisational viability. Interpretive structural modelling (ISM) and Matrice dImpacts Croises-Multiplication Appliquee a un Classement (MICMAC) analysis were used to analyse factors using expert inputs. MICMAC determined the driving and dependence power of factors. Findings suggest an interconnected mechanism having transformational leadership and internal service quality as dominant drivers influencing employee variables, customer outcomes, profitability, revenue growth, and organisational viability. This study provides a systematic framework to extend SPC model, contributing to the literature.
    Keywords: Service Profit Chain; Transformational Leadership; ISM–MICMAC Analysis; Employee Engagement; Employee Work Passion; Customer Perceived Quality; Customer Devotion; Organizational Viability.
    DOI: 10.1504/IJTIP.2026.10080754
     

 

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