Which of the Following Service Audit Questions Belong Within the Employee

question 24

Multiple Choice

Which of the following service audit questions belong within the employee productivity component?

• A)How does the firm define customer loyalty?
• B)Does the firm set employee retention goals?
• C)Does the firm measure profits from referrals?
• D)How does the firm measure employee productivity?
• E)When customers do not return,do we know why?

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Definitions:

Transference

A psychological phenomenon in which an individual unconsciously redirects feelings and attitudes from a person or situation in the past to someone or something in the present.

Behavior Therapy

A form of psychotherapy that focuses on changing negative behaviors through reinforcement and conditioning techniques.

Operant Conditioning

A learning process where behaviors are influenced by consequences like rewards or punishments.

Classical Conditioning

A training method where a response initially triggered by a second signal is eventually triggered by the first signal alone, due to the consistent pairing of two signals.