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To address the issue of myopic management, our study shows how the complexity of the service profit chain (SPC) can cause managers to make suboptimal decisions. Hence, our paper departs from past research by recognizing that understanding the temporal interplay between operational investments, employee satisfaction, customer satisfaction, and operating profit is essential to achieving sustained success. In particular, we intend to improve understanding of the functioning of the SPC with respect to time lags and feedback loops. Results of our large-scale longitudinal study set in a multi-outlet retail chain reveal time-lag effects between operational investments and employee satisfaction, as well as between customer satisfaction and performance. These findings, along with evidence of a negative interaction effect of employee satisfaction on the relationship between current performance and future investments, show the substantial risk of mismanaging the SPC. We identify specific situations in which the dynamic approach leads to superior marketing investment decisions, when compared to the conventional static view of the SCP. 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To address this lacuna, we survey a total of 2,284 banking customers in 11 countries on their motivation to provide personal information to, and follow the advice of, their service providers. We find differences in both aspects, but only the differences in providing personal information can be explained by the cultural values of uncertainty avoidance, individualism/collectivism, and masculinity/femininity. To perform certain tasks in the service process, global professional service providers should acknowledge cultural differences in customers’ motivations."}],"citation":{"bibtex":"@article{Schumann_Wünderlich_Zimmer_2012, title={Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.}, volume={64}, number={2}, journal={Schmalenbach Business Review}, publisher={Springer}, author={Schumann, Jan H and Wünderlich, Nancy and Zimmer, Marcus S}, year={2012}, pages={141–165} }","mla":"Schumann, Jan H., et al. “Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.” Schmalenbach Business Review, vol. 64, no. 2, Springer, 2012, pp. 141–65.","chicago":"Schumann, Jan H, Nancy Wünderlich, and Marcus S Zimmer. “Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.” Schmalenbach Business Review 64, no. 2 (2012): 141–65.","ama":"Schumann JH, Wünderlich N, Zimmer MS. 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Baum. “Editorial: Employer Branding: Strategie, Instrumente, Umsetzung.” PERSONALquartely, vol. 64, no. 3, 2012, p. 3.","bibtex":"@article{Kabst_Baum_2012, title={Editorial: Employer Branding: Strategie, Instrumente, Umsetzung}, volume={64}, number={3}, journal={PERSONALquartely}, author={Kabst, Rüdiger and Baum, M}, year={2012}, pages={3} }"},"type":"journal_article","page":"3","language":[{"iso":"eng"}],"issue":"3","_id":"6103","date_updated":"2022-01-06T07:02:53Z","intvolume":" 64"},{"place":"Wiesbaden","user_id":"46632","title":"Einführung in die Betriebswirtschaftslehre","edition":"8","department":[{"_id":"274"}],"author":[{"last_name":"Weber","full_name":"Weber, W","first_name":"W"},{"first_name":"Rüdiger","full_name":"Kabst, Rüdiger","last_name":"Kabst","id":"42362"}],"date_created":"2018-12-11T10:21:09Z","status":"public","publication_identifier":{"isbn":["978-3-8349-1994-6"]},"_id":"6138","date_updated":"2022-01-06T07:02:53Z","language":[{"iso":"eng"}],"type":"book","year":"2012","citation":{"bibtex":"@book{Weber_Kabst_2012, place={Wiesbaden}, edition={8}, title={Einführung in die Betriebswirtschaftslehre}, author={Weber, W and Kabst, Rüdiger}, year={2012} }","mla":"Weber, W., and Rüdiger Kabst. Einführung in Die Betriebswirtschaftslehre. 8th ed., 2012.","apa":"Weber, W., & Kabst, R. (2012). Einführung in die Betriebswirtschaftslehre (8th ed.). Wiesbaden.","ama":"Weber W, Kabst R. Einführung in Die Betriebswirtschaftslehre. 8th ed. Wiesbaden; 2012.","chicago":"Weber, W, and Rüdiger Kabst. Einführung in Die Betriebswirtschaftslehre. 8th ed. Wiesbaden, 2012.","ieee":"W. Weber and R. Kabst, Einführung in die Betriebswirtschaftslehre, 8th ed. Wiesbaden, 2012.","short":"W. Weber, R. 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