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)how committed the firm is to its customers
B)how the firm performs in the short run
C)the company's national service rating index
D)employee retention
E)how employees service customers

Question

Quizplus · Accepted Answer

The service profit chain concept emphasizes that the company's strategy and service delivery system has a significant impact on how employees service customers. It highlights the importance of investing in employee training, satisfaction, and retention to improve customer experiences, which in turn leads to higher profits. Therefore, the correct answer is E.

The 'Service Profit Chain' Is the Service Sequence from Employees