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WebApr 3, 2012 · –Harvard Business Review “The Employee-Customer Profit Chain” October 1998. The work by Sears over a decade ago clearly shows that when employees are … WebNov 8, 2024 · Service Profit Chain Steps Step 1 – Internal: service quality. The first few steps of the Service Profit Chain involve employees. An organisation... Step 2 – … WebMar 1, 2009 · The conventional service-profit chain (SPC) proposes that a firm's financial performance can be improved through a path that connects employee satisfaction, customer orientation, customer satisfaction, and customer loyalty. In this article, a complementary SPC that is built on both a conventional path and a social identity-based … drone liability insurance hourly basis