In the service-profit chain, external service value leads to all of the following EXCEPT ________.
A) customer satisfaction
B) employee turnover
C) customer loyalty
D) revenue growth
E) profitability

Question

Quizplus · Accepted Answer

External service value, which is the value perceived by the customer, directly leads to customer satisfaction, loyalty, revenue growth, and profitability. Employee turnover is not directly influenced by external service value, but rather is a result of internal factors such as employee engagement and job satisfaction, which are influenced by other factors in the service-profit chain.

In the Service-Profit Chain, External Service Value Leads to All