Across
- 2. learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviors to enhance the performance of employees.
- 3. result of attending to the needs, demands, and expectations of customers through service delivery or customer care
- 5. establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity
- 7. effect of front line employee job satisfaction on customer satisfaction based on the finding of a positive relationship between the 2 constructs
- 9. an individual's cumulative, global, and favorable evaluation of a firm based on personal experiences over time
- 10. a cycle of self-reinforcing exchanges between customers and frontline employees that ultimately enhance both parties' outcomes
- 11. theory social psychological and sociological perspective that explains social change and stability as a process of negotiated exchanges between parties
- 12. an employee who deals directly with customers, or who is directly involved in making a product
- 13. involves customers’ decision to continue their relationship with a firm based on how their expectations, demands and standards are met in service delivery
- 14. different from customer retention and goes beyond repeated purchases; it involves a positive attitude and behavior towards the brand or company
Down
- 1. customer satisfaction impact on front line employee job satisfaction
- 4. Social exchange Theory’s best known norm or exchange rule
- 6. extent to which customers voluntarily perform behaviors that benefit a firm
- 8. a pleasurably or positive emotional state resulting from the appraisal of ones job or job experience