service profit chain | Video Vault

Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations. Watch Now

15:15

Describe the elements of the service profit chain framework and why it is necessary for effective service management Watch Now

12:02

Service Management, service profit chain

Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work. Watch Now

14:51

service employees, service profit chain

Recognize that achieving service excellence requires an intentional organizational strategy. Watch Now

12:35

expectations, performance, service profit chain