In the service-profit chain, customer satisfaction leads to customer loyalty, and results in revenue growth and profitability
What is customer satisfaction profit chain?
- A theoretical framework known as the Satisfaction Profit Chain (SPC) connects attribute-level perceptions, overall customer satisfaction, consumer intentions/behaviors, and financial results.
- According to certain studies, higher levels of customer satisfaction are followed by higher levels of client loyalty, which results in higher profitability.
- According to other studies, happy clients can boost profits by recommending new clients through encouraging word-of-mouth spread.
- Customers and employees are valued highly in the service profit chain. Relationships between profitability, customer and staff satisfaction, and productivity were established via the service profit chain.
To learn more about service profit chain. refer,
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