The Service-Profit Chain Is Designed to Help Managers Better Understand

question 74

Multiple Choice

The service-profit chain is designed to help managers better understand ____________.

• A) The relationship between profit and production
• B) The relationship between customer loyalty, revenue growth and higher profits
• C) The relationship between all the service employers and customer wants and needs
• D) The relationship that exists between managers and employees
• E) None of the above

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Definitions:

Psychosexual Development

A Freudian concept that describes how personality develops through stages centered on the sexual pleasure of different parts of the body.

Toilet Training

The process of teaching a young child to use the toilet for urination and defecation.

Fixation

An obsessive interest or feeling that may impede the development of more normal interests and social interactions.

Psychic Energy

A concept in psychoanalytic theory referring to the force, derived from instinctual biological drives, that motivates human behavior and mental activities.