Which one of the following service audit questions does NOT ...

[serike]

Which one of the following service audit questions does NOT belong within the profit and growth component?
 A) How does the firm define customer loyalty?
  B) Does the firm set employee retention goals?
  C) Does the firm measure profits from referrals?
  D) What proportion of funds are spent on customer retention as opposed to attracting new customers?
  E) When customers do not return, do we know why?

Question 2

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?
 A) servicescape
  B) organization and systems
  C) other customers
  D) contact personnel
  E) service providers

[ASDFGJLO]

Answer to Question 1

B

Answer to Question 2

A