Question
The case can be found here: Chase Sapphire: Creating a Millennial Cult Brand.pdf : ENG IB : High School Affiliated to Renmin University of China
The case can be found here: Chase Sapphire: Creating a Millennial Cult Brand.pdf : ENG IB : High School Affiliated to Renmin University of China | Course Hero
Question: "All Chase Sapphire calls were answered by a live advisor. Chase staffed the lines with experienced, high-performing representatives to improve customer satisfaction." Review this quote from p.5 of the case and discuss how this decision by Chase fits within the service-profit chain.
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Services Marketing Concepts, Strategies, & Cases
Authors: Douglas Hoffman, john Bateson
4th edition
1439039399, 978-1439039397
