The First Step in the Service-Profit Chain Is the Establishment

question 31

Multiple Choice

The first step in the service-profit chain is the establishment of____________ .

• A) employee satisfaction
• B) service capability
• C) internal service quality
• D) high value service
• E) nonmonetary rewards

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Definitions:

Property

Assets or belongings that are owned by individuals or entities and have value in an economic context, including real and personal property.

Competitive Forces

The external factors in an industry that influence the competitive environment and affect business strategies, including competition, potential new entrants, substitute products, bargaining power of suppliers, and bargaining power of customers.

Operational Efficiency

The ability of an organization to minimize input costs while maximizing the level of output or production.

Overproduction

occurs when production exceeds the demand for a product, often leading to surplus and potential waste.