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) how committed the firm is to its customers
B) how employees service customers
C) how the firm performs in the short run
D) employee retention

Question

Quizplus · Accepted Answer

The service profit chain states that the company's strategy and service delivery system determine how employees service customers, thus directly impacting customer satisfaction and loyalty, which ultimately affects the company's profitability. It does not directly address the firm's commitment to customers, short-run performance, or employee retention.

The Service Profit Chain Is the Service Sequence from Employees