According to the Service Profit Chain

question 51

Multiple Choice

According to the service profit chain:

• A) There is an underlying logic connecting 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:

Blame

The act of holding someone responsible for something wrong or unfortunate.

Stereotyping

The oversimplified and generalized beliefs or expectations about individuals based on their membership in a certain group.

Stereotyping

The process of attributing a specific set of traits to a collective of individuals, disregarding their unique differences.

Stereotypic Information

Information that is oversimplified, generalized, or exaggerated characteristics pertaining to a group, often leading to prejudiced attitudes or beliefs.