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:

Rewards

Positive reinforcements that encourage certain behaviors by providing a desirable outcome or benefit when those behaviors are performed.

Shaping

A method used in behavioral psychology to gradually teach a new behavior through reinforcement of successive approximations to the desired behavior.

Emotional Disturbance

A condition characterized by significant difficulties in emotional regulation, leading to problems in social, educational, or occupational functioning.

Communicate

The process of sharing or exchanging information, feelings, or ideas through speech, writing, gestures, or other means.