Frontline Staff Members Are a Key Determinant in Customer _______

Frontline staff members are a key determinant in customer _______ and _______, playing an important role in the ___________.

A) encounters; word of mouth; financial success
B) satisfaction; loyalty; service profit chain
C) dissatisfaction; defection; financial viability
D) satisfaction; defection; operational viability
E) dissatisfaction; loyalty; profitability

Correct Answer:

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