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Service Profit Chain

The Service Profit Chain illustrates the interrelationship between employee satisfaction, customer satisfaction, customer loyalty and ultimately, profitability. The model provides a framework for applying 'hard values' to 'soft measures' and informs long-term strategic investment decisions.
 
Service Profit Chain fundamentals:

• Customer loyalty drives profitability and growth
• Customer satisfaction drives customer loyalty
• Value drives customer satisfaction
• Employee productivity drives value
• Employee loyalty drives productivity
• Employee satisfaction drives loyalty
• Internal quality drives employee satisfaction