Session 10_Service Profit Chain & Servicescape Quiz

What is the main focus of the Service Profit Chain?

• Product quality

• Customer and employee satisfaction

• Marketing strategies

• Financial planning

Which component of the Service Profit Chain directly influences customer satisfaction?

• Employee productivity

• Service value

• Internal service quality

• Revenue growth

What does internal service quality refer to?

• The cleanliness of the service environment

• The quality of interactions with customers

• The quality of support systems provided to employees

• The accuracy of service delivery

Which of the following is NOT an element of Servicescape?

• Ambient conditions

• Spatial layout

• Employee training

• Signs, symbols, and artifacts

How do ambient conditions in a servicescape affect customers?

• By altering their purchasing power

• By influencing their mood and behavior

• By changing their perception of service value

• By determining their loyalty

Which company is cited as an example of effectively implementing the Service Profit Chain?

• Amazon

• Starbucks

• Southwest Airlines

• Apple

What impact does employee satisfaction have in the Service Profit Chain?

• It reduces service value.

• It directly decreases customer loyalty.

• It increases employee productivity.

• It lowers internal service quality.

In the context of Servicescape, what is the role of spatial layout?

• To improve employee satisfaction

• To influence customer perceptions of service quality

• To arrange the physical environment for better service flow

• To determine pricing strategies

Which of the following best describes the connection between Servicescape and the Service Profit Chain?

• Servicescape only influences employee satisfaction.

• A well-designed Servicescape can enhance both employee and customer satisfaction.

• Servicescape is unrelated to the Service Profit Chain.

• Servicescape affects profitability directly without influencing employees or customers.

What does customer loyalty in the Service Profit Chain lead to?

• Decreased revenue growth

• Increased marketing costs

• Improved profitability

• Reduced employee satisfaction