Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost for service managers and researchers. In this article, we reflect on and synthesize published research to clarify what researchers have learned about the SPC and what remains less well understood. Based on an in-depth discussion of the field, we present a revised SPC and propose multiple areas in which further research would be worthwhile, such as internal service quality as specific systems of human resource management practices, both employee and customer well-being as additional mediators, different targets of employee and customer loyalty, contingencies, and non-linear and feedback effects. We conclude by reimagining the SPC, and we discuss digital and artificial-intelligence–driven changes to the SPC’s structure. Finally, based on the insights we discuss, we inform scholars of the current state of SPC research and provide a detailed agenda for future research.

在过去的 25 年中，服务利润链 (SPC) 已成为服务经理和研究人员的重要路标。在本文中，我们对已发表的研究进行反思和综合，以阐明研究人员对 SPC 的了解以及仍不太了解的内容。基于对该领域的深入讨论，我们提出了修订后的 SPC 并提出了多个值得进一步研究的领域，例如内部服务质量作为人力资源管理实践的特定系统，员工和客户福祉作为额外的中介、员工和客户忠诚度的不同目标、突发事件以及非线性和反馈效应。最后，我们重新构想了 SPC，并讨论了数字和人工智能驱动的 SPC 结构变化。最后，根据我们讨论的见解，