The service profit chain is the service sequence from employees to customers to profit. According to this concept, the company's strategy and service delivery system determines ________.
A) the skill development of employees
B) how the firm performs in the short run
C) the employee satisfaction in the company
D) how employees serve customers

Question

Quizplus · Accepted Answer

The service profit chain emphasizes that employee satisfaction is directly correlated with customer satisfaction, which then leads to profitability. Therefore, the company's strategy and service delivery system determine how employees serve customers.

The Service Profit Chain Is the Service Sequence from Employees