Service Profit Chain

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Definition: Service Profit Chain

The service profit chain provides relationship between different factors that leads to the profitability of a service which includes profitability, customer satisfaction, customer loyalty, customer productivity, customer retention and efficiency.

The use of customer service profit chain is vast and it can be understood with the linkage of various parameters mentioned above. Customer satisfaction leads to customer loyalty, customer productivity, service efficiency and retention leads to profits.

 

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