Services are different from goods in many ways. Therefore, managing service operations requires a different focus than managing manufacturing operations. The service industry often uses the service-profit chain as a model for building a successful business. Use your knowledge of the service-profit chain to select the three labels missing from the following diagram. Service-Profit Chain Internal Service Quality Employee Satisfaction Service Capability High Value Service Customer Satisfaction Customer Loyalty lead to Profit and Growth A. B. Customers Employees c Upper Management Which of the following is a key concept behind the service-profit chain? Greater profit comes from focusing on customers more than on a company's own employees. Employees will provide quality service even if they feel poorly treated by their employer. The better employees are treated by managers, the better quality service they will provide to customers. Companies must switch from service delivery to service recovery when mistakes are made or problems occur. This process often involves not only fixing the problem but also: Firing the employee that caused the problem Far surpassing customer expectations Having the customer take a survey