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Definition

Service profit chain

A service profit chain is the service sequence from employees to customers to profit. According to this concept, a company’s strategy and service delivery system influence how employees deal with customers-that is, how productive they are in providing service and the quality of that service.

In marketing Service profit chain refers to the chain that links service firm profits with employee and customer satisfaction. This chain consists of five links, such as internal service quality, satisfied and productive service employees, greater service value, satisfied and loyal customers, and healthy service profits and growth.

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