Q192
Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.
A.
Internal marketing
B.
Service-profit chains
AnswerC.
Interactive marketing
D.
Service differentiation
Answer: Option B
Solution
Answer: Option B
Solution:
Successful service companies focus their attention on both their customers and their employees. They understand service-profit chains, which links service firm profits with employee and customer satisfaction. The service profit chain dissects the levers that translate good service into profitability.