The service profit chain is the service sequence from employees to customers to profit. According to this concept, the company's strategy and service delivery system determines ________.
A) employee retention
B) how the firm performs in the short run
C) how employees service customers
D) how committed the firm is to its customers

Question

Quizplus · Accepted Answer

The service profit chain emphasizes that the company's strategy and service delivery system directly influence how employees service customers, which in turn affects customer satisfaction and profitability.

The Service Profit Chain Is the Service Sequence from Employees