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 service customers

Question

Quizplus · Accepted Answer

The service profit chain focuses on how the company's strategy and service system affect the service delivery from employees to customers, ultimately leading to profits. Therefore, the correct choice is how employees service customers (option D). The skill development of employees (option A) is related to employee training and development programs, which are important for effective service delivery but are not the primary focus of the service profit chain. Likewise, employee satisfaction (option C) is an important factor in delivering quality services but is not the main focus of the service profit chain. Finally, how the company performs in the short run (option B) is important but not the main focus of the service profit chain.

The Service Profit Chain Is the Service Sequence from Employees