The service profit chain is the service sequence from employees to customers to profit. 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
E) feedback controls needed

Question

Quizplus · Accepted Answer

The service profit chain emphasizes that the performance of employees in delivering quality services to customers is directly linked to the profitability of the company. Therefore, how employees service customers is crucial in determining the success of the company. The other options may be indirectly affected by the service delivery system or company strategy, but they are not directly determined by it.

The Service Profit Chain Is the Service Sequence from Employees