The first step in the service-profit chain is the establishment of____________ .
A) employee satisfaction
B) service capability
C) internal service quality
D) high value service
E) nonmonetary rewards

Question

The first step in the service-profit chain is the establishment of____________  .
A) employee satisfaction
B) service capability
C) internal service quality
D) high value service
E) nonmonetary rewards

Quizplus · Accepted Answer

The first step in the service-profit chain is the establishment of internal service quality, which refers to creating a positive work environment and supporting employees to enable them to provide high-quality service to customers. Employee satisfaction, service capability, high value service, and nonmonetary rewards all come later in the service-profit chain and are influenced by internal service quality.

The First Step in the Service-Profit Chain Is the Establishment