CH4: WORKPLACE EMOTIONS, ATITUDES AND STRESS

Question 1

service profit chain model explains

Answer 1

how employee’s job satisfaction influences company profitability indirectly through SERVICE QUALITY, CUSTOMER LOYALTY, and related factors

Question 2

what has a stronger effect on customer service - employee’s job satisfaction or overall performance

Answer 2

job satisfaction

Question 3

the effect on employee’s job satisfaction on customer service

Answer 3

service profit chain model

Question 4

referrals

Answer 4

recommending service to others

Question 5

1. workplace practice –> 2. job satisfaction –> motivation + behavior –> 3. service quality –> 4. customer’s

Answer 5

1. satisfaction
2. perceived value of service
3. referral

Question 6

satisfaction, perceived value of service and referral influence

Answer 6

1. company’s profitability and
2. growth

Question 7

affective-organisational commitment

Answer 7

individual’s emotional attachment to, involvement in and identification with organization

Question 8

two halves of the overall job attitude

Answer 8

1. affective organizational commitment
2. job satisfaction

Question 9

two key explanations of why satisfied employees tend to generate happier and more loyal customers

Answer 9

1. job satisfaction –> more positive mood of employee –> friendliness and positive emotions –> rubs off on MOST customers –> customers happier –> more positive evaluation
   !!! mutual effect

Question 10

does happiness of the employee ‘rubs off’ on all customers?

Answer 10

no