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What is Understanding the Service Profit Chain about?

The document discusses the Service Profit Chain, which maintains that there are direct relationships between profit/growth, customer loyalty/satisfaction, employee satisfaction/productivity, and the value provided to customers. It argues that internal employee satisfaction and loyalty are linked to customer satisfaction and loyalty, which are in turn linked to profitability and growth. The Customer Value Equation is also introduced, which states that customer perceived value is determined by the results and

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