The Service Profit Chain Is the Service Sequence from Employees

question 27

Multiple Choice

The service profit chain is the service sequence from employees to customers to profit. According to this concept, the company's strategy and service delivery system determines ________.

• A) the skill development of employees
• B) how the firm performs in the short run
• C) the employee satisfaction in the company
• D) how employees service customers
• E) feedback controls needed

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Definitions:

Psychoanalysis

The study of the dynamics of the mind developed by Sigmund Freud.

Humanism

A philosophical and ethical stance that emphasizes the value and agency of human beings, individually and collectively, often preferring critical thinking and evidence over dogma or superstition.

Negative Reinforcement

A psychological principle where the removal of a negative condition strengthens or increases the likelihood of a behavior.

Positive Reinforcement

A process where introducing a stimuli following a behavior leads to an increase in the frequency of that behavior, reinforcing the desired action.