links in the service profit chain


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TABLE 14.1 links in the service profit chain

  1. Customer retention/loyalty drives profitability and growth
  2. Customer satisfaction drives customer retention
  3. Value drives customer satisfaction
  4. Service quality and productivity drive value
  5. Employee satisfaction and loyalty drives service quality and productivity
  6. Employee satisfaction drives employee loyalty ( retention)
  7. Internal service quality drives employee satisfaction
  8. Top management leadership underlies the chain suceess
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