Which Link in the Service Profit Chain Emphasizes Superior Employee

question 83

Multiple Choice

Which link in the service profit chain emphasizes superior employee selection and training?

• A) healthy service profits and growth
• B) satisfied and loyal customers
• C) greater service value
• D) satisfied and productive service employees
• E) internal service quality

---

Definitions:

Structural Characteristics

The identifiable attributes, components, or configuration that define the makeup or construction of a system, organization, or object.

Level of Readiness

The degree to which an individual or organization is prepared and able to take on a specific task or change.

Delegating

The process of assigning responsibility and authority to someone else to carry out specific activities, while the person delegating retains ultimate responsibility for the outcome.

Take Credit

The act of accepting acknowledgment or praise for something, sometimes even when not fully deserved.