The service profit chain argues that internal quality drives leads to profitability and growth.

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The service profit chain model proposed by James Heskett, Earl Sasser, and Leonard Schlesinger suggests that there is a strong link between employee satisfaction, customer satisfaction, and business performance. It asserts that a positive internal service quality, including job design, employee satisfaction, and employee development, leads to customer satisfaction, retention, and loyalty, ultimately resulting in profitability and growth.

The Service Profit Chain Argues That Internal Quality Drives Leads