High School

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Good service companies understand the service profit chain, which links:

a. Customer loyalty and employee turnover
b. Customer satisfaction and employee engagement
c. Employee satisfaction and customer loyalty
d. Profit margin and customer acquisition

Answer :

Final answer:

The link in the service profit chain that accurately represents its concept is c. Employee satisfaction and customer loyalty. Satisfied employees tend to provide better service, which boosts customer loyalty and, consequently, company performance. High employee turnover can negatively impact customer service and satisfaction. The correct option is c. Employee satisfaction and customer loyalty.

Explanation:

The service profit chain is a concept that establishes relationships between several key components of organizational effectiveness in the service sector, including how internal factors like employee satisfaction and engagement influence customer perceptions and company performance. Among the options given, the link that represents the service profit chain is c. Employee satisfaction and customer loyalty. This concept is underlined by research showing that when employees are satisfied and engaged, they are more likely to provide better service, leading to increased customer satisfaction and loyalty, which in turn can have a positive effect on profitability and growth. High employee turnover can be detrimental to a company, as it often affects customer service and, as a result, customer satisfaction. This relationship is important because satisfied customers are more likely to become repeat clients, thus maintaining a steady revenue stream for the company. To foster a positive work environment that leads to high employee satisfaction and retention, organizations should consider focusing on key culture dimensions that emphasize employee engagement and align with overall company performance goals.

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