In the service-profit chain, customer satisfaction leads to customer loyalty, and results in ________.
A) revenue growth and profitability
B) changes in the organizational structure
C) competitive intelligence for future growth
D) competitive retaliation based on service strategy
E) external service value

Question

Quizplus · Accepted Answer

Customer satisfaction is a key factor in customer loyalty, which in turn leads to increased revenue growth and profitability for the organization. This is the fundamental premise of the service-profit chain, which establishes the link between employee satisfaction, customer satisfaction, and financial performance. Therefore, the best choice is A.

In the Service-Profit Chain, Customer Satisfaction Leads to Customer Loyalty