In the Service-Profit Chain, customer satisfaction leads to customer ___________ that carries with it retention, repeat business, and referral business.
A) Feed-back
B) Profundity
C) Legality
D) Ethics
E) Loyalty

Question

Quizplus · Accepted Answer

In the Service-Profit Chain, customer satisfaction leads to customer loyalty, which is the willingness of customers to continue doing business with a company, make repeat purchases, and recommend the company to others. This loyalty leads to higher levels of retention, repeat business, and referral business, all of which contribute to the overall profitability of the organization. Thus, the correct answer is E) Loyalty.

In the Service-Profit Chain, Customer Satisfaction Leads to Customer ___________