Which of the following is NOT part of the service profit chain?

Question

Quizplus · Accepted Answer

External service quality is not part of the service profit chain because it is the outcome of other factors in the chain such as internal service quality, employee satisfaction and loyalty, and customer satisfaction and loyalty. The service profit chain focuses on the relationship between the internal factors of an organization (e.g. employee satisfaction, internal service quality) and the external factors (e.g. customer satisfaction, profitability).

Which of the Following Is NOT Part of the Service