In its Service Profit Chain, Arbol advocates that superior customer value is delivered by
A) a well-trained sales force.
B) satisfied employees.
C) the marketing function.
D) a well-designed product.
E) after-sales service.

Question

Quizplus · Accepted Answer

The Service Profit Chain model suggests that satisfied employees lead to better service, which in turn leads to satisfied customers and, ultimately, to profitability. This model emphasizes the importance of employee satisfaction in delivering superior customer value.

In Its Service Profit Chain, Arbol Advocates That Superior Customer