The service-profit chain is designed to help managers better understand the key linkages in a service delivery system that drive ________.
A) production and distribution
B) customer loyalty, revenue growth, and higher profits
C) brand awareness and economies of scope
D) marketing and sales
E) customer satisfaction, promotion, and higher demand

Question

Quizplus · Accepted Answer

The service-profit chain is a framework that shows how employee satisfaction leads to customer loyalty which in turn drives revenue growth and higher profits. Therefore, the key linkages in a service delivery system that it addresses are customer loyalty, revenue growth, and higher profits.

The Service-Profit Chain Is Designed to Help Managers Better Understand