There is strong evidence that attention to internal service quality and to employee satisfaction, productivity and retention results in _______.
A) Happy employees but less than satisfied customers
B) Stronger value to external customers of a service
C) Employees who are internally focused on their own needs
D) Increased costs due to high employee expenses
E) None of the above

Question

Quizplus · Accepted Answer

Studies have shown that when organizations focus on improving internal service quality and employee satisfaction, it leads to better value and satisfaction for external customers as well. This is because happy and motivated employees are more likely to go above and beyond to deliver quality service to customers.

There Is Strong Evidence That Attention to Internal Service Quality