The service-profit chain shows that _____ is the key to profitability.
A)customer loyalty
B)customer satisfaction
C)customer contact
D)employee productivity

Question

Quizplus · Accepted Answer

The service-profit chain model demonstrates that customer loyalty is the ultimate result of superior service delivery, which is achieved through the motivation, training, and support of satisfied and loyal employees. Customer loyalty leads to repeat business, positive word-of-mouth referrals, and increased revenue, all of which contribute to profitability. Therefore, customer loyalty is the key to profitability in this model.

The Service-Profit Chain Shows That _____ Is the Key to Profitability