The Relationships Between Internal Marketing, Internal Service Quality, Employee Productivity

question 19

Multiple Choice

The relationships between internal marketing, internal service quality, employee productivity, and firm profitability is referred to as

• A) services blueprinting.
• B) employee marketing.
• C) the service-profit chain.
• D) relationship marketing.
• E) gap analysis.

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Definitions:

Sampling Distribution

The distribution pattern of probabilities for a certain statistic gathered from a random sample.

Population Means

The average value of a given characteristic within an entire population.

Independent Samples

Refers to two or more groups of data that are collected from distinct populations, where the observations in one group are not related to or influenced by the observations in the other group.

Test Statistic

A value calculated from sample data during a hypothesis test that is used to evaluate the strength of evidence against the null hypothesis.