1. Service - Profit Chain Inputs Outputs
Employee
satisfaction
Revenue
growth
Retention
Repeat business
Referral
Company
culture
Internal
service
quality
External
service
value
Employee
retention
Employee
productivity
Customer
satisfaction
Customer
loyalty
Customer driven
Workplace design
Job design
Employee selection and development
Employee rewards and recognition
Tools for servicing customers
Service concept results for customers
Relationship
management
Profitability
Service designed and delivered to meet target customer needs
Customer
Employee
(Adapted from Heskett Service-Profit Chain) 1