In the Service-Profit Chain customer satisfaction leads to customer loyalty and then revenue growth and profitability.This in turn leads to ____________.
A) Greater employee satisfaction and investment in employees
B) Changes in the organization structure
C) Competitive intelligence for future growth
D) Competitive retaliation based on service strategy
E) None of the above

Question

Quizplus · Accepted Answer

Customer satisfaction and loyalty are closely linked to employee satisfaction, so when a company increases revenue growth and profitability through this chain, it can reinvest in its employees and improve the employee experience, which can lead to further improvements in customer satisfaction and loyalty. This creates a positive feedback loop that can ultimately lead to long-term success for the company.

In the Service-Profit Chain Customer Satisfaction Leads to Customer Loyalty