In the Service-Profit Chain Customer Satisfaction Leads to Customer Loyalty

question 113

Multiple Choice

In the Service-Profit Chain customer satisfaction leads to customer loyalty and then revenue growth and profitability.This in turn leads to ____________.

• A) Greater employee satisfaction and investment in employees
• B) Changes in the organization structure
• C) Competitive intelligence for future growth
• D) Competitive retaliation based on service strategy
• E) None of the above

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Definitions:

Strategy-Based Solutions

Approaches or methods developed to solve problems or achieve goals that are based on careful planning and strategy, rather than on intuition or randomness.

Heuristics

Mental shortcuts or "rules of thumb" that simplify decision making by reducing the complexity of assessing probabilities and predicting values.

Fluid Intelligence

is the capacity to think logically and solve problems in novel situations, independent of acquired knowledge.

Reason Speedily

The ability to think and come to conclusions quickly.