Distinguish between the service profit chain and internal marketing
What will be an ideal response?
The service profit chain links service firm profits with employee and customer satisfaction. This chain consists of five links: internal service quality, satisfied and productive service employees, greater service value, satisfied and loyal customers, and healthy service profits and growth.
On the other hand, internal marketing means that the service firm must orient and motivate its customer-contact employees and supporting service people to work as a team to provide customer satisfaction. Marketers must get everyone in the organization to be customer centered. In fact, internal marketing must precede external marketing.
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____ is a grid that can facilitate choosing development candidates. It shows Potential from low to medium to high on the vertical axis, and Performance from low to medium to high across the bottom—a total of nine possible boxes.
Fill in the blank(s) with the appropriate word(s).
The channel process includes all activities, beginning with the manufacturer and ending with the ____________.
A. wholesaler B. retailer C. final customer D. agent middlemen E. merchant middlemen