Which of These Statements About Job Satisfaction and Customer Satisfaction

question 36

Multiple Choice

Which of these statements about job satisfaction and customer satisfaction is TRUE?

• A)Employees with higher job satisfaction tend to give poorer customer service.
• B)Satisfied employees have a more positive mood, which communicates friendliness to customers.
• C)Satisfied employees are less likely to quit, so customers receive more consistent and familiar service.
• D)Satisfied employees are more likely to engage in "neglect", so customers receive poorer service from these employees.
• E)Both 'B' and 'C' are true.

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Definitions:

Excess Capacity

A situation where a firm is operating below its maximum production capability and can produce more with the existing resources.

Physical And Human Capital

Assets including machinery, buildings (physical capital) and the skills, knowledge, and experience possessed by an individual or population (human capital).

Excess Capacity

A situation where a firm is producing at a lower scale of output than it has been built to handle, due to insufficient demand.

Product Diversity

The variety of different items within a particular category available to consumers in the market.