In a now$-$famous Harvard Business Review article and follow$-$up book, James Heskett and his colleagues proposed a formalization of linkages between employee and customer aspects of service delivery called the service$-$profit chain. In the service$-$profit chain, meeting or exceeding customer expectations leads to customer satisfaction, since the service was designed and delivered in a manner that added value.

This activity is important because marketing managers need to understand the key linkages in a service delivery system that drive customer loyalty, revenue growth, and higher profits in order to develop and execute effective service strategies.

The goal of this activity is for you to demonstrate an understanding of the service$-$profit chain that highlights the key linkages in a service delivery system.

The service$-$profit chain is designed to help managers better understand the key linkages in a service delivery system that drive customer loyalty, revenue growth, and higher profits. For the service$-$profit chain to provide insight for marketing managers into how to best develop and execute service strategies, a variety of metrics must be in place with measures taken continually. Review the case on Caesars Entertainment and assemble the service$-$profit chain.