In the Service-Profit Chain model, which of the following is viewed as an external performance?
A) Customer satisfaction
B) Volume flexibility
C) Cycle time
D) Employee productivity

Question

Quizplus · Accepted Answer

Customer satisfaction is viewed as an external performance in the Service-Profit Chain model because it is an outcome that results from the quality of the service provided by a company. It reflects how well the company meets the needs and expectations of its customers, which in turn leads to customer loyalty and repeat business. Employee productivity, cycle time, and volume flexibility are internal performance measures that can also impact customer satisfaction, but they are not viewed as external performance measures in this model.

In the Service-Profit Chain Model, Which of the Following Is