According to the service-profit chain model of service excellence, there was a clear connection between the quality
Fantastic news! We've Found the answer you've been seeking!
Question:
- According to the service-profit chain model of service excellence, there was a clear connection between the quality of internal processes and consequent employee satisfaction, which in turn led to customer satisfaction, revenue improvement, and positive profitability outcomes. In the new economics of service, frontline workers (and customers) needed to be “the center of management concern.
- ” When employees were made primary drivers (rather than the service processes or physical infrastructure), there was a major shift in the attainment of profitability and growth. In a concise yet comprehensive manner, explain the practices of Lebua Hotel in relation to the model "The Service Profit Chain: Elements and Linkages".
Related Book For
Management Accounting Information for Decision-Making and Strategy Execution
ISBN: 978-0137024971
6th Edition
Authors: Anthony A. Atkinson, Robert S. Kaplan, Ella Mae Matsumura, S. Mark Young
Posted Date: