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

question 31

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:

Social Psychologists

Experts who study how an individual's thoughts, feelings, and behaviors are influenced by the actual, imagined, or implied presence of others.

Source Credibility

The level of trustworthiness, reliability, and expertise attributed to a source of information by its audience.

Expertise

How much a source knows.

Trustworthiness

Whether a source will honestly tell you what he or she knows.