ZuoTi.Pro
Question

Which of the following is a key concept behind the service-profit chain? The service-profit chain begins with providing quali

business   Operations-Management   
0 0
Add a comment Improve this question Transcribed image text
Next > < Previous
Sort answers by oldest

Homework Answers

Answer #1

Ans 1)

The correct answer is option B, i.e. The key concept behind service profit chain is that customer satisfaction and success begin with how well companies treat their own employees. If the employees are treated well by the company then that attitude will also pass onto the service that is availed by the customers. Satisfies customers will be more loyal to the company.

Ans 2)

The correct answer is option B, i.e. Companies must empower their employees to make immediate decisions to solve the customer problems on priority when mistakes are made. This makes the trust of the customer in the company even more strong if their issues are resolved quickly.

0 0
Add a comment
Know the answer?
Add Answer to:
Which of the following is a key concept behind the service-profit chain? The service-profit chain begins...
Your Answer:

Post as a guest

Your Name:

What's your source?

Earn Coins

Coins can be redeemed for fabulous gifts.

Log In

Sign Up

Not the answer you're looking for? Ask your own homework help question. Our experts will answer your question WITHIN MINUTES for Free.
Similar Homework Help Questions

  • Which of the following statements about the service-profit chain is FALSE? A. The basic tenet is...

    Which of the following statements about the service-profit chain is FALSE? A. The basic tenet is that employee satisfaction is a necessary condition for delivering superior customer service. B. The service-profit chain links employee satisfaction to customer satisfaction, customer loyalty, and customer profitability. C. Employee satisfaction results from high-quality support services and policies that enable employees to deliver value to the customer. D. To improve customer service and experience, organizations should consider attending to the needs of their front-line employees...

  • Amazon Dash: More Than Just a Dash of Service Imagine you just walked into your local...

    Amazon Dash: More Than Just a Dash of Service Imagine you just walked into your local Target. What do you see? We’re betting that you picture the aisles of goods for sale. This might lead you to believe that retail stores are mostly in the business of providing products. However, retailers rarely manufacture the goods they sell—in fact, they’re actually in the business of service. Most retailers rely on repeat business and referrals to earn their profits, and therefore need...

  • MANAGEMENT DECISION CASE Amazon Dash: More Than Just a Dash of Service Imagine you just walked in...

    MANAGEMENT DECISION CASE Amazon Dash: More Than Just a Dash of Service Imagine you just walked into your local Target. What do you see? We’re betting that you picture the aisles of goods for sale. This might lead you to believe that retail stores are mostly in the business of providing products. However, retailers rarely manufacture the goods they sell—in fact, they’re actually in the business of service. Most retailers rely on repeat business and referrals to earn their profits,...

  • Discussion questions 1. What is the link between internal marketing and service quality in the ai...

    Discussion questions 1. What is the link between internal marketing and service quality in the airline industry? 2. What internal marketing programmes could British Airways put into place to avoid further internal unrest? What potential is there to extend auch programmes to external partners? 3. What challenges may BA face in implementing an internal marketing programme to deliver value to its customers? (1981)ǐn the context ofbank marketing ths theme has bon pururd by other, nashri oriented towards the identification of...

  • -We focus on the behavioural consequences of satisfaction that relate to profit Three key behav ioural...

    -We focus on the behavioural consequences of satisfaction that relate to profit Three key behav ioural measures: 1. Customer retention; This is measured as: • Repeat purchase with durables such as cars • Continuity of use with utilities and a v ariety of serv ice prov iders 2. Share of category requirement (SCR) This is the proportion of category spending that goes to a particular brand This applies in repertoire categories such as groceries, hotels and supermarkets 3. Voice •...

  • -What is this case about? The Zappos Case Study introduces the customer benefit package (CBP) framework...

    -What is this case about? The Zappos Case Study introduces the customer benefit package (CBP) framework and the lesson that each good and service in the CBP has a process that creates it and delivers it to customers. -What are you asked to do? The case asks you to draw the CBP and identify one primary support, and general management process. You must also think about manufacturing/production encounters and service management skills. Finally, build a table like table below to...

  • with job satisfaction? CC-12. Using job characteristics theory, explain why the present system of job design...

    with job satisfaction? CC-12. Using job characteristics theory, explain why the present system of job design may be con- tributing to employee dissatisfaction. Describe some ways you could help employees feel more satisfied with their work by redesigning their jobs. 1 me idea about **** Repairing Jobs That Fail to Sati Learning Goals Companies often divid ciency, but speciali quences. Drain sed specialization petitors' costs often divide work as a way to impro Secialization can lead to negative DrainFlow is...

  • Project is about "House of Kaviari," and the industry is Caviar Industry. I only want Part.6...

    Project is about "House of Kaviari," and the industry is Caviar Industry. I only want Part.6 "Identify Critical Issues and Priorities" BUSINESS STRATEGY ANALYSIS REQUIRES THE FOLLOWING: 1. Identify strategic goals. – A firm's strategic goals drive business strategy and address the key success factors of the industry. Strategic goals often include the vision or mission statement for the business. They should also set the direction and standard for financial and market results against which actual performance can be measured....

  • Project is about "House of Kaviari," and the industry is Caviar Industry. I only want Part.4...

    Project is about "House of Kaviari," and the industry is Caviar Industry. I only want Part.4 "Strategic Performance" BUSINESS STRATEGY ANALYSIS REQUIRES THE FOLLOWING: 1. Identify strategic goals. – A firm's strategic goals drive business strategy and address the key success factors of the industry. Strategic goals often include the vision or mission statement for the business. They should also set the direction and standard for financial and market results against which actual performance can be measured. The two most...

  • 1) analyze the following case 2) give a summary and suggest ways for the company ——————...

    1) analyze the following case 2) give a summary and suggest ways for the company —————— Salesforce.com, one of the most disruptive technology companies of the past few years, has single-handedly shaken up the software industry with its innovative business model and resounding success. Salesforce provides customer relationship management (CRM) and other application software solutions in the form of software as a service leased over the Internet, as opposed to software bought and installed on machines locally. The company was...

ADVERTISEMENT
Free Homework Help App
Download From Google Play
Scan Your Homework
to Get Instant Free Answers
Need Online Homework Help?
Ask a Question
Get Answers For Free
Most questions answered within 3 hours.
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT