Defining the Concept of a Relational Business Model Through the Service Profit Chain Framework

This chapter conceptualises the relational business model and examines its role in driving business performance by integrating inter-organisational relationships, value creation, and the service profit chain (SPC). It proposes a comprehensive, application-oriented conceptualisation of the relational business model by expanding the SPC to encompass diverse inter-organisational relationships and their complexity. This approach highlights the multidirectional processes of value creation involving all internal and external actors, addressing gaps in existing frameworks and offering practical implications for relationship management. The proposed model aligns with the servitisation of the economy and provides a robust foundation for understanding and enhancing the relational dynamics that underpin business success.