The service-profit chain guides managers toward understanding and facilitating successful linkages in the service delivery system to drive loyalty, revenue growth, and higher profits.
a. What functional areas of a firm must a marketing manager effectively interface with to implement a service-profit chain approach?
b. What potential impediments do you foresee in implementing the service-profit chain in an organization? How might these impediments best be overcome?
c. What do you believe are the key advantages in implementing a service-profit chain approach?