One of the Central Concepts of the Service-Profit Chain Is

question 82

Multiple Choice

One of the central concepts of the service-profit chain is to ________.

• A) enable a firm's customers to participate and contribute in strategic decision making
• B) create an environment in which all employees can be successful
• C) implement market penetration strategies in order to increase sales and profitability
• D) create elements of change within people to do things above their capabilities
• E) encourage employees to engage in groupthink and to resist any change to existing systems

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Definitions:

Pit Crew

A team of specialists in motorsport responsible for maintaining and servicing vehicles during a race, including refueling, tire changes, and mechanical adjustments.

Mechanical Engineering

An engineering discipline that applies principles of physics, mathematics, and materials science to design, analyze, manufacture, and maintain mechanical systems.

Work Sampling

A statistical method used to estimate how much time is spent on different activities, by taking random samples and observing at those times.

Time Studies

The process of measuring the time required to complete work tasks, often for the purpose of improving efficiency or setting time standards.