Which of the following service audit questions belong within the employee productivity 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) How does the firm measure employee productivity?
E) When customers do not return, do we know why?
Question 2
The component of the servuction model over which most service firms have the least control is:
A) servicescape.
B) organization and systems.
C) other customers.
D) contact personnel.
E) service providers.
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