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

question 35

Multiple Choice

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

• 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 the above

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Definitions:

Lazarus

Refers to the psychologist Richard Lazarus, known for his theory on emotion and stress which emphasizes the importance of cognitive appraisal.

Social Health

An individual's capacity to form satisfying interpersonal relationships with others and to adapt comfortably to different social situations.

Fight-or-Flight

A physiological response to perceived danger or threat, preparing the body to fight or flee from the threatening situation.

Tend-and-Befriend

A theory suggesting that in response to stress, individuals, especially women, are predisposed to caring for offspring and seeking social support.