In the service-profit chain,customer satisfaction leads to customer loyalty and then revenue growth and profitability.This in turn leads to ____________.
A)Greater employee satisfaction and investment in employees
B)Changes in the organizational structure
C)Competitive intelligence for future growth
D)Competitive retaliation based on service strategy
E)None of these

Question

Quizplus · Accepted Answer

Greater revenue growth and profitability provide the resources for the organization to invest in its employees, leading to greater employee satisfaction and ultimately better customer service. This increased customer satisfaction completes the service-profit chain by starting the cycle over again. Therefore, the correct choice is A.

In the Service-Profit Chain,customer Satisfaction Leads to Customer Loyalty and Then