The Service Profit Chain Is the Service Sequence from Employees

question 28

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 serve customers

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Definitions:

Leadership Behavior

Leadership behavior refers to the actions, attitudes, and approaches exhibited by a leader to influence the motivation and performance of others.

Centralization

The accumulation of decision-making power at the higher echelons of an organization or system.

Initiating Structure

A leadership behavior characterized by clearly defining and organizing work roles and tasks, and setting up clear lines of communication and authority.

Task Satisfying

The state of finding fulfillment or satisfaction in completing tasks or activities, often related to work or personal projects.