Author Question: While building relationships, demonstrating personal integrity generates trust, whereas a lack of ... (Read 87 times)

neverstopbelieb · **on:** Jun 28, 2018

While building relationships, demonstrating personal integrity generates trust, whereas a lack of integrity can quickly undermine the best of teamwork orientations.

Indicate whether the statement is true or false

Question 2

Discuss the major objectives of a service audit.

Pariscourtney · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

True

Answer to Question 2

The service audit directs the firm to think about forces that drive its current profits and suggests strategies that lead to competitive differentiation and long-term profitability. Moreover, the active involvement of front-line and top management personnel in conducting the audit
facilitates the change in culture if necessary. The key components of a service audit include: (1 ) profit and growth; (2 ) customer satisfaction; (3 ) external service value; (4 ) employee productivity; (5 ) employee loyalty; (6 ) employee satisfaction; (7 ) internal service quality; (8 ) leadership; and (9 ) the relationships between these measurements.