Which of These Statements About Job Satisfaction and Customer Satisfaction

question 114

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)Satisfied employees have a more positive mood,which communicates friendliness to customers and are less likely to quit,so customers receive more consistent and familiar servicE.

---

Definitions:

Conjunction Fallacy

A logical error where people wrongly assume that specific conditions are more probable than a single general one.

Framing Error

A cognitive bias where information is presented or perceived in a way that influences judgment and decision-making, potentially leading to incorrect conclusions or actions.

Representativeness Heuristic

A cognitive bias in decision-making where the likelihood of an event is estimated based on how much it resembles existing stereotypes or patterns.

Availability Heuristic

A cognitive bias where people overestimate the importance or frequency of information that is readily available to them.