The key concept behind the service-profit chain is:
A) the quality of treatment that employees receive from a company's internal service providers.
B) the quality of treatment that employees receive from the customers of a company.
C) the quality of treatment that customers receive from the employees providing services.
D) the quality of treatment that customers receive from a company as compared to its competitors.

Question

The key concept behind the service-profit chain is: 
A) ​the quality of treatment that employees receive from a company's internal service providers. 
B) ​the quality of treatment that employees receive from the customers of a company. 
C) ​the quality of treatment that customers receive from the employees providing services. 
D) ​the quality of treatment that customers receive from a company as compared to its competitors.

Quizplus · Accepted Answer

The service-profit chain emphasizes that the quality of treatment employees receive from internal service providers directly affects their satisfaction and productivity, which in turn impacts customer satisfaction and profitability.

The Key Concept Behind the Service-Profit Chain Is