One of the Major Lessons to Learn from the Service-Profit

question 28

Multiple Choice

One of the major lessons to learn from the service-profit chain is:

• A)customer loyalty leads to customer satisfaction.
• B)firms must satisfy their employees in order for customer satisfaction to become a consistent reality.
• C)employee retention leads to employee satisfaction.
• D)the firm's profitability leads to customer satisfaction.
• E)revenue growth leads to customer satisfaction.

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Definitions:

Cognitive Dissonance

A psychological phenomenon where an individual experiences discomfort due to holding conflicting beliefs, attitudes, or values, often leading to changes in one of them to reduce the dissonance.

Draftee

An individual who has been drafted into military service, often compulsory and without the option to choose.

Smoker

An individual who regularly inhales smoke from substances such as tobacco through cigarettes, pipes, or cigars.

Exaggerating the Improbable

The tendency to overestimate the likelihood of highly unlikely events.