One of the Central Concepts of the Service-Profit Chain Is

question 59

Multiple Choice

One of the central concepts of the service-profit chain is to _______.

• A)Have all members of the firm memorize the mission of the firm and be able to recite it from memory
• B)Create an environment in which all employees can be successful
• C)Allow employees to play computer games at their work station when they are tired
• D)Create elements of change within people to do things above what their capabilities are
• E)None of these

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Definitions:

Attribution Theory

A psychological theory focused on how individuals interpret events and how this relates to their thinking and behavior.

High Consensus

A situation where there is widespread agreement among members of a group or organization, often indicating uniformity of opinion or perspective.

External Attribution

The process of attributing the cause of an observed behavior or outcome to factors outside the individual, such as the situation or other people.

Self-Fulfilling Prophecies

Expectations about a situation or individual that elicit behaviors which make the prediction come true, reinforcing the original expectation.