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Locate a nationally known auto repair brand close to your home that you would use if you had a car that needed a minor repair this week. Conduct online research about the company (website, Dun & Bradstreet, Yahoo Finance, etc.) with a focus on how the organization relates profitability, customer loyalty, and customer satisfaction to the value created by its employees.
Discussion:
Outline the Links in the Service Profit Chain for the brand you chose.
List each link in the Service Profit Chain.
For each of the eight links, provide a 1 to 2-sentence example of how well (or poorly) the organization applies the link to create shareholder value.
Your completed outline should paint a picture of how the company manages and measures success.
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