Which of These Statements About Job Satisfaction and Customer Satisfaction

question 117

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.

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Definitions:

Artificially Excludable

Describes goods or services from which individuals can be prevented from using unless they comply with certain conditions, despite there being no natural reason for exclusion.

License Fee

A charge paid for obtaining legal permission to carry out a particular activity or to use a particular piece of intellectual property.

Marginal Social Benefit

The additional benefit to society as a whole from the production or consumption of one more unit of a good or service.

Security Guard

A person employed to protect property, assets, or individuals, often through surveillance, patrolling, and enforcing safety protocols.