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Describe what the service-profit chain and internal marketing are, and how they differ from each other.
The service-profit chain links service firm profits with employee and customer satisfaction. The links in the service-profit chain are as follows: internal service quality leads to satisfied and productive employees, who create greater service value, which leads to satisfied and loyal customers, who create healthy service profits and growth.
In service companies most of the revenue is generated on the services provided by the employees--the quality of service and the attraction of personal care lead to the satisfaction assessment by the customers and add extra value to the customer satisfaction thereby retention of the customers on the one hand and increase in the customers on the other hand being for the main consideration of loyalty extensions. When companies care for their employees it is adding value to the customer service all that will do the later at its best.
As you have already answered the question I would like to add that every company should treat their employees the way the expect their employees to treat their customers.
The service-profit is a link between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. Customer loyalty drives profitability and growth while the customer satisfaction drives customer loyalty.A satisfied customer is loyal. Satisfied, loyal, and productive employees create values. High-quality support services and policies enable employees to deliver results to customers. Internal marketing is a management philosophy of promoting the firm and its policies to employees as if they are the (internal) customers of the firm.
Agreed with colleagues Mr PATEL And VRINDAVAN
Every business is based on4 components: Company, Product, Employee and Customer. Any distortion of any of these factors will negatively affect the success of the whole business.
Thank You Sir
I agree with you Mr PATEL
i totally agree with the answer of Mr.Patel. Very well explained.
Agree with all. ... Employees satisfaction is compulsory for getting desired results.
I also agree with Mr venkitariman and Mr divesh.
I agree, I like the answers of Mr. Venkitaraman and Mr. Divyesh Patel best
