Learning Objectives (See related pages) Examine the direct effects of service on profits. Consider the effect of service in getting new customers. Evaluate the role of service in keeping customers. Discuss what is known about the key service drivers of overall service quality, customer retention, and profitability. Discuss the balanced performance scorecard that allows for strategic focus on measurements other than financials.
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Home > Chapter 16 > Learning Objectives

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Choose a ChapterChapter 1Chapter 2Chapter 3Chapter 4Chapter 5Chapter 6Chapter 7Chapter 8Chapter 9Chapter 10Chapter 11Chapter 12Chapter 13Chapter 14Chapter 15Chapter 16

Quizzes Multiple Choice Quiz More Resources Learning Objectives