Marketing Management 1st Edition by Greg Marshall,Mark Johnston

Exercise 4

The service-profit chain guides managers toward understanding and facilitating successful linkages in the service delivery system to drive loyalty, revenue growth, and higher profits.
a. What functional areas of a firm must a marketing manager effectively interface with to implement a service-profit chain approach
b.What potential impediments do you foresee in implementing the service-profit chain in an organization How might these impediments best be overcome
c.What do you believe are the key advantages in implementing a service-profit chain approach