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.

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. Correct Answer Service-profit chains

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.
Bissoy MCQ

Related Questions

If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
Which of the following statements are true/false?
1. In case an employee whose minimum rate of wages is fixed under this Act, works overtime, the employer need not pay the money for the extra hours devoted by the employee.
2. If an employee whose minimum rate of wages has been fixed under this Act, works for a less number of hours than the requisite number of hours on a given day, he shall be entitled to receive wages in respect ofwork done by him on that day as ifhe had worked for a full normal working day.
3. In case an employee is involved in two or more classes of work, he shall be paid on the basis of pieces involved.
4. If an employee is employed on piece work for which minimum time rate and not a minimum piece rate has been fixed under this Act, the employer shall pay to such employee wages at not less than the minimum time rate.
If a firm is practicing ____________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
Which of the following statements are true/false?
1. Gratuity shall be payable to an employee on the termination of his employment after he has rendered continuous service for not less than five years.
2. Each employee, who has completed one year of service, shall make nomination for the purpose of receiving gratuity.
3. For every completed year of service in excess of six months, the employer shall pay gratuity to an employee at the rate of fifteen day's wages based on the rate of wages last drawn by the employee concerned.
4. An employer who contravenes, or makes default in complying with, any of the provisions of the Payment of Gratuity Act shall be punishable with imprisonment for a term which may extend to one year, or with fine which may extend to twenty thousand rupees, or with both.
Which of the following statements are true/ false?
1. Every employer shall be bound to pay to every employee in respect of the accounting year commencing on any day in the year 1979 and in respect of every subsequent accounting year, a minimum bonus which shall be 9.33% of the salary or wages earned by the employee during the accounting year or one hundred rupees, whichever is higher, whether or not the employer has any allocable surplus in the accounting year.
2. Bonus will be paid in cash to the employees.
3. If the allocable surplus exceeds the amount of minimum bonus payable to the employees, the employer is bound to pay to every employee in respect of that accounting year bonus which shall be an amount in proportion to the salary or wages earned by the employee during the accounting year subject to a maximum of 10% of such salary or wage.
4. Bonus needs to be paid within a period of eight months from the close of the accounting year.
Internal marketing is marketing by a service firm to train and effectively motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction.
If total number of employees surveyed are 200 and employees that indicate higher rating for satisfaction are 195, then employee satisfaction would be
Hawthorne studies have proved that
1. wherever the supervisors are employee centered, the output of the employees is high.
2. wherever the supervisors are production centered, the output of the employees is more.
3. wherever the supervisors are employee centered, the output of the employees is less.
4. wherever the supervisor are production centered, the output of the employees is less.
Hawthorne studies have proved that
1.wherever the supervisors are employee centered, the output of the employees is high.
2. wherever the supervisors are production centered, the output of the employees is more.
3. wherever the supervisors are employee centered, the output of the employees is less.
4. wherever the supervisor are production centered, the output of the employees is less.
A, B and C are partners in a firm. C retires and X admitted as a new partner. The firm did not give a public notice on the change but continued its business in its old firm name. Z, a customer of the firm, deals with the firm after the change and the firm becomes indebted to him: