The Service-Profit Chain Identifies That Increases in Service Through the Cultivation

question 65

True/False

The Service-Profit Chain identifies that increases in service through the cultivation of employees leads to higher customer costs and the potential erosion of profits.

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Definitions:

Commitment

The state or quality of being dedicated to a cause, activity, or goal.

Coalition Building

The process of assembling a temporary alliance or partnership of groups in order to achieve a common goal.

Personal Appeals

Persuasion techniques that are based on appeals to emotion, personal relationships, or loyalty rather than logic or reason.

Exchange

The act of giving one thing and receiving another, especially of a similar value, in return or trade.