The Service Profit Chain Is the Service Sequence from Employees

question 28

Multiple Choice

The service profit chain is the service sequence from employees to customers to profit. According to this concept, the company's strategy and service delivery system determines ________.

• A) the skill development of employees
• B) how the firm performs in the short run
• C) the employee satisfaction in the company
• D) how employees serve customers

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Definitions:

Direct Marketing

A form of advertising where businesses communicate directly with customers through various channels like mail, email, or phone.

Mass Media Advertising

The process of conveying promotional messages to large, widespread audiences through mediums like television, radio, newspapers, and the internet.

Sales Promotions

Short-term incentives aimed at encouraging the purchase or sale of a product or service, such as coupons, discounts, and contests.

Publicity

The act of publicizing or promoting something or someone through the media, without direct payment, to generate positive news coverage.