After working several years in telecomm sectors, I was motivated to take-up this research to explore the relationship of various variables' of Service Profit Chain (S-PC) in the telecomm industry in the Sultanate of Oman, and choose research topic, "A Service- Profit Chain model for Telecom Industry in the Sultanate of Oman: Development and Empirical Validation". The initial work carried out by Reichheld, 1990; on customer's satisfaction and Ioyalty, which links to the cycle of failgre by front-line employees, lead to identify relationship between defection of customer's and'di'ssail~factron of employee's in the service companies. Subsequently, Schlesinger, 1991; advocated "cycle of failure" i.e. even though the service company invest on employees' in terms of training or skills development and pay less than the market rate the employees' will not be satisfied and loyal to company, which in turn will have increase employee turnover and will lead to poor company performance. Consequently, the Service Profit Chain (S-PC) framework published by fleskett (1994), which establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty and productivity. The links in the chain (which should be regarded as propositions) are as follows: • Profit and growth are stimulated primarily by customer loyalty • Loyalty is direct result of customer satisfaction • Satisfaction is largely influenced by the value of services provided to customers • Value is created by satisfied , loyal, and productive employees • Employee satisfaction, in turn, results primarily form high quality support services and policies that enable employees to deliver results to customers.

After working several years in telecomm sectors, I was motivated to take-up this research to explore the relationship of various variables' of Service Profit Chain (S-PC) in the telecomm industry in the Sultanate of Oman, and choose research topic, "A Service- Profit Chain model for Telecom Indus...