1. According to the service-profit chain model of service excellence, there was a clear connection between the quality of internal processes and consequent employee satisfaction, which in turn led to customer satisfaction, revenue improvement, and positive profitability outcomes. In the new economics of service, frontline workers (and customers) needed to be “the center of management concern.
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3. ” When employees were made primary drivers (rather than the service processes or physical infrastructure), there was a major shift in the attainment of profitability and growth. In a concise yet comprehensive manner, explain the practices of Lebua Hotel in relation to the model "The Service Profit Chain: Elements and Linkages".