1. Two important components of the service-profit chain are employees and the customer. Discuss your insights into this theory and give examples of how this theory has worked or not worked in a job you have had.
2. Identify the front-room and back-room services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?
Hospital
Trucking firm
Grocery store
Appliance repair firm