Which of the following is the key concept behind the service-profit chain?
A)employee satisfaction
B)service capability
C)internal service quality
D)high value service

Question

Which of the following is the key concept behind the service-profit chain?
A)employee satisfaction  
B)service capability  
C)internal service quality  
D)high value service

Quizplus · Accepted Answer

The key concept behind the service-profit chain is internal service quality, which refers to the quality of the interactions and relationships between employees and departments within an organization. It is believed that improving internal service quality leads to improved job satisfaction for employees, which in turn leads to higher levels of customer satisfaction and loyalty, ultimately resulting in increased profitability. While employee satisfaction and service capability are important components of the service-profit chain, internal service quality is the core principle. High value service is also important, but it is more of an outcome or result of implementing the service-profit chain concept.

Which of the Following Is the Key Concept Behind the Service-Profit