Locate a nationally known auto repair brand close to your home that you would use if you had a car that needed a minor repair this week. Conduct online research about the company (website, Dun & Bradstreet, Yahoo Finance, etc.) with a focus on how the organization relates profitability, customer loyalty, and customer satisfaction to the value created by its employees.

For this discussion:

1. Outline the Links in the Service Profit Chain for the brand you chose.
   • List each link in the Service Profit Chain.
   • For each of the eight links, provide a 1 to 2-sentence example of how well (or poorly) the organization applies the link to create shareholder value.
   • Your completed outline should paint a picture of how the company manages and measures success.

Answer rating: 100% (QA)

Outline of the Links in the Service Profit Chain 1 Internal Service Quality The organizations focus on creating a positive work environment and provid... View the full answer