Instead, they understand that in the new economic of service, __________ need to be the center of management concern.

• managers and frontline workers

• managers and customers

• customers and frontline workers

• back of the house employees and customers

The service profit chain establishes relationships between profitability, customer loyalty, and employee satisfaction and ______.

• salary

• creativeness

• productivity

• efficiency

Loyalty is a direct result of customer satisfaction.

• True

• False

Reichheld and Sasser estimate that a 5% increase in customer loyalty can produce profit increases from ___%--___%.

• 35%-75%

• 30%-80%

• 20%-70%

• 25%-85%

How do you measure employee productivity? To what extend do measures of productivity identify changes in the quality as well as the quality of service produced per unit of input?

In many services, the ultimate measure of quality may be 1. ____.

That measure should be combined with measures of quantity to determine the

2. ____ output of the service organization.

• 1. employee satisfaction;

  2. partial

• 1. customer satisfaction;

  2. total

• 1. customer loyalty;

  2. 85% of the

• 1. total revenue

  2. 50% of the

Job resources are “physical, psychological, (i.e., cognitive and emotional), and social, or organizational aspects of the job that may do any of the following: __________ (Demerouti et al., 2001, p. 501).

• be functional in achieving work goals

• reduce job demands at the associated physiological and psychological costs

• stimulate personal growth and development

• none of the above

Luthans et al. (2010) argued that HRM practices enhance employee wellbeing by mobilizing employees’____ and ____ resources.

• motivational

• professional

• psychological

• cognitive

• none of the above

Where does the dialogue below belong to?

“We train our employee to play at least three roles during an emergency. We are emotional about the job loss, but we did not face any legal or ethical hassle while making the decision of layoffs and pay cuts.”

• Training and development

• Transactional approach

• Mental health support

• HRM flexibility

The findings suggest that reservoirs of job resources can help employees cope with future job demands.

• True

• False

Similarly, engaging in CSR increases employees’ satisfaction in and belongingness to the firm, which is directly connected with the sense-of-purpose element of SWB.

• True

• False