Happy employees mean happy customers is at the core of the serviceprofit chain. How do you think

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‘Happy employees mean happy customers’ is at the core of the service–profit chain. How do you think that idea applies to

(a) a performance of an opera at a grand opera house, and

(b) heart surgery?

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Service Operations Management

ISBN: 978-1292064468

5th Edition

Authors: Robert Johnston ,Michael Shulver ,Nigel Slack ,Graham Clark

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