The 'Service Profit Chain' Is the Service Sequence from Employees

Multiple Choice

The 'service profit chain' is the service sequence from employees to customers to profit.According to this concept, the company's strategy and service delivery system determines ________.

A) how committed the firm is to its customers
B) how the firm performs in the short run
C) the company's national service rating index
D) employee retention
E) how employees service customers