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

Question

Quizplus · Accepted Answer

The service profit chain emphasizes that the company's strategy and service delivery system influence how employees interact with customers, which ultimately impacts customer satisfaction and loyalty. Therefore, the correct choice is D, which identifies how employees service customers as the outcome of the service profit chain. Choices A, B, and C are incorrect because they do not fully capture the essence of the service profit chain, which focuses on the relationship between the company's strategy, employee engagement, and customer satisfaction.

The Service Profit Chain Is the Service Sequence from Employees