An American Customer Satisfaction Index (ACSI) Study Shows a Clear

question 5

Multiple Choice

An American Customer Satisfaction Index (ACSI) study shows a clear correlation between higher levels of customer satisfaction and

• A) higher stock prices.
• B) market volatility.
• C) advertising spending.
• D) increased distribution.
• E) personal selling.

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Definitions:

Employee's Control

Refers to the degree of autonomy and influence that an employee has over their work tasks and environment.

Critical-Incident Technique

A method used in performance appraisal and training that focuses on identifying and analyzing specific, significant events (critical incidents) where the employee demonstrated behaviors that led to particularly successful or unsuccessful outcomes.

Performance Appraisal

A systematic evaluation procedure in which the work performance of an employee is reviewed and discussed, typically in terms of quality, quantity, cost, and time.

Job Behaviours

The actions and attitudes displayed by employees in the workplace, affecting performance and organizational culture.