A Service Profit Chain Is the Service Sequence from Employees

question 91

True/False

A service profit chain is the service sequence from employees to customers to profit.

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Definitions:

Trust

Trust is the firm belief in the reliability, truth, ability, or strength of someone or something, foundational in both personal relationships and societal functions.

Motives

Internal driving forces that compel individuals to take action or make decisions towards achieving specific goals.

Social Exchange Theory

A conceptual framework positing that social behavior is the result of an exchange process aiming to maximize benefits and minimize costs in human relationships.

Interpersonal Relationships

The connections and interactions between two or more people, which may be professional, personal, or otherwise.