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:

DNA

Deoxyribonucleic acid, the hereditary material in humans and almost all other organisms which contains the instructions for development, functioning, growth, and reproduction.

Protein Molecules

Large biomolecules, or macromolecules, consisting of one or more long chains of amino acid residues, which perform a vast array of functions within organisms.

Chromosomes

Structures made of DNA and proteins found in the nucleus of cells, carrying genetic information in the form of genes.

Human Cell

The basic structural, functional, and biological unit of all known living organisms in the human body.