Intensifying competition, perceptions of low quality, rapid technological innovations all present business climates the piofessional service team must endeavor to overcome. One possible wav to do this is to have the orofessional service fm implement a sadsfaction chain approach. h e satisfaction chain is a method of reviewing, illustrating, and then managing critical links that lead ultimately to the service exchange or encounter. Despite the heavy emphasis on generating knowledge about the actual encounter itself, the aulhor maintains that another dimension is also important. Spe- cifically, care must.be taken to develop and nurture supplier and employee relationships that, taken together, build the foundation for successful service delivery.