Discuss the relevance of employee satisfaction as it relates to ...

[burton19126]

Discuss the relevance of employee satisfaction as it relates to the service-profit chain.

Question 2

Which of the following statements about integrated marketing communications (IMC) is FALSE?
 A) IMC refers to the strategic, coordinated use of promotion to create one consistent message.
  B) IMC takes a 360-degree view of the customer.
  C) The role of mass television advertising is growing more important to IMC strategy.
  D) IMC reduces costs and increases efficiency because it can reduce or eliminate redundancies and waste.
  E) The key to IMC is consistency and uniformity of message across all elements of promotion.

[Bsand8]

Answer to Question 1

Employee satisfaction is derived from a workplace and job design that facilitate internal service quality. The links in the service-profit chain reveal that employee satisfaction and customer satisfaction are directly proportional. Employee satisfaction is linked with increases in productivity and external service value. External service value is linked with customer satisfaction and the benefits of customer loyalty. The net effects of customer loyalty are increased revenues and profitability for the firm. The outcomes associated with employee satisfaction  external service values, customer satisfaction, customer loyalty, revenue growth, and increased profitability provide feedback and reinforce the company's internal service quality and employee satisfaction.

Answer to Question 2

C