According to the Service Profit Chain

question 56

Multiple Choice

According to the service profit chain:

• A) There is a direct relationship between employee satisfaction and customer loyalty
• B) Internal marketing is more important than either interactive or external marketing
• C) The strategies for internal, external and interactive marketing are equally important
• D) Customer loyalty is unrelated to internal marketing
• E) Reliability is the most important of all the desired service characteristics

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Definitions:

Cultural Variables

Elements that differentiate cultures from one another, influencing beliefs, behaviors, and social structures.

Worldwide Interdependence

The mutual reliance between different countries or regions globally, often referring to economic, environmental, or social aspects.

Exporting

The process of selling goods or services produced in one country to markets in other countries.

Uncertainty-Avoidance Cultures

Societies that exhibit a low tolerance for ambiguity and uncertainty, often preferring clear rules and structure.