At Which Level of Employee Satisfaction Are Marketers Likely to See

question 57

Multiple Choice

At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?

• A)When basic expectations are met
• B)When service improvements move customers from dissatisfied to satisfied
• C)As customers enter the zone of indifference
• D)Around the threshold between satisfaction and delight with the service
• E)Loyalty grows at a steady rate as satisfaction rises

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Definitions:

Traffic Light

A signaling device positioned at road intersections, pedestrian crossings, and other locations to control the flow of traffic.

Green Light

A signal to proceed or an indication that a proposed action is acceptable or safe.

Fixed-interval Schedule

A schedule of reinforcement where the first response is rewarded only after a specified amount of time has elapsed.

40-hour Work Week

The standard full-time working hours agreement, typically spread across five days of the week.