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
C Interactive marketing
D Service differentiation

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.
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