3. Service operations Services are different from goods in many ways. Therefore, managing service operations requires a different focus than managing manufacturing operations. The service industry often uses the serviceprot chain as a model for building a successful business. Use your knowledge of the service-prot chain to select the three labels missing from the following diagram. Sonia-9mm: CIIIIII lmernal Service Quality Employee Satisfacon l A Customer mm Customer Loyalty law to .-..'ServicelGapabilitw B v - PIrofit-anlerth .-.High\\Value;Service C 7 Sources: R. Hallowell, L.A. Schlesigner, and J. Zornitsky, \"Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management," Human Resource Planning 19 (1996) 2031; J.L. Heskett, T.O. Jones, G.W. Lovemanr W.E. Sasser Jr., and LA. Schlesinger, \"Putting the Service-Prot Chain to Work," Harvard Business Review (MarchApril 1994): 164174. Which of the following is a key concept behind the service-profit chain? 0 Companies would benefit if they focused more on customers than on their own employees. 0 Profit and growth quickly follow employee satisfaction. 0 Customer satisfaction is important, but quality service and success begin with employee satisfaction. Companies must switch from service delivery to service recovery when mistakes are made or problems occur. This process often involves not only fixing the problem but also: 0 Having the customer take a survey 0 Firing the employee that caused the problem 0 Far surpassing customer expectations