Regarding the service-profit chain model, which of the following is not viewed as internal performance?
A)customer satisfaction
B)employee satisfaction
C)employee retention
D)employee productivity

Question

Quizplus · Accepted Answer

Customer satisfaction is viewed as an external performance measure in the service-profit chain model, as it is a reflection of how well the organization is meeting the needs and expectations of its customers. Internal performance measures in the model include employee satisfaction, retention, and productivity, as these are factors that directly contribute to the organization's ability to deliver high-quality and efficient service.

Regarding the Service-Profit Chain Model, Which of the Following Is