The service profit chain, developed from analyses of successful service organisations, puts ___ values on ____ measures.

Question

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The service profit chain model emphasizes the importance of internal service quality leading to employee satisfaction, which in turn leads to higher service value for customers and improved customer satisfaction. This model suggests that "hard" values (like financial performance and profitability) are significantly impacted by "soft" measures (such as employee satisfaction and customer experience).

The Service Profit Chain, Developed from Analyses of Successful Service