The Service Profit Chain Includes Internal Service Quality, Satisfied and Productive

question 59

Multiple Choice

The service profit chain includes internal service quality, satisfied and productive service employees, greater service value, healthy service profits and growth, and ________.

• A) higher market share
• B) better paid employees
• C) satisfied and loyal customers
• D) increased manufacturing efficiency
• E) higher morale

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Definitions:

Shareholder

An individual or entity that owns shares in a corporation, thus holding a portion of its equity.

Direct Flotation Costs

Expenses directly incurred by a company when it issues new securities, such as underwriting fees, legal fees, and registration fees.

Offering Size

The total value or amount of securities, such as stocks or bonds, that are made available for sale in a public offering.

Gross Proceeds

The total amount of money received from a transaction before any deductions or expenses are subtracted.