The 'Service Profit Chain' Is the Service Sequence from Employees

question 86

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)how committed the firm is to its customers
• B)how the firm performs in the short run
• C)the company's national service rating index
• D)employee retention
• E)how employees service customers

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Definitions:

Western Culture

A term referring to the cultures of Europe and other countries influenced by European traditions, characterized by a heritage of artistic, philosophical, literary, and legal themes and traditions.

Cloud Gate

A public sculpture by Indian-born British artist Anish Kapoor, located in Millennium Park in Chicago, known for its mirrored, bean-shaped surface which reflects Chicago's skyline.

Richard Serra

An American artist known for his large-scale sculptures made from sheets of metal.

Reflective Surface

Any surface capable of reflecting sufficient light to produce an image of whatever is in front of it, commonly used in mirrors and some types of artworks.