The most important factor for improving employee satisfaction in the service-profit chain is
A) employee retention.
B) revenue growth.
C) internal service quality.
D) customer satisfaction.

Question

Quizplus · Accepted Answer

The service-profit chain model suggests that employee satisfaction is strongly linked to internal service quality, which refers to the quality of service provided by one department or employee to another within the same organization. By improving internal service quality, employees are better equipped to provide high-quality service to customers, which in turn leads to increased customer satisfaction and revenue growth, and ultimately higher employee retention. Therefore, internal service quality is the most important factor for improving employee satisfaction in the service-profit chain.

The Most Important Factor for Improving Employee Satisfaction in the Service-Profit