One of the central concepts of the service-profit chain is to ________.
A) enable a firm's customers to participate and contribute in strategic decision making
B) create an environment in which all employees can be successful
C) implement market penetration strategies in order to increase sales and profitability
D) create elements of change within people to do things above their capabilities
E) encourage employees to engage in groupthink and to resist any change to existing systems

Question

Quizplus · Accepted Answer

The central concept of the service-profit chain is to create an environment in which all employees can be successful. This involves investing in employees, improving the employee experience, and enabling them to deliver high-quality service to customers, which in turn leads to customer satisfaction and loyalty, and ultimately, increased profitability for the company. The other choices are not directly related to the service-profit chain.

One of the Central Concepts of the Service-Profit Chain Is