Final answer:
The service-profit chain suggests that employee satisfaction, quality of service, customer loyalty, and profitability all contribute to increased customer satisfaction. Satisfied employees provide better services leading to happier customers and higher profits. Assessing employee job satisfaction can be done through specific questions about the overall satisfaction with the job and the organization.
Step-by-step explanation:
According to the service-profit chain, factors that increase customer satisfaction include employee satisfaction, quality of service, customer loyalty, and profitability. The concept underlines that satisfied employees tend to provide better service, which in turn creates satisfied customers. This satisfaction leads to greater customer loyalty and repeat business, contributing to higher profitability for the organization.
Job satisfaction can be influenced by factors such as working conditions, recognition, and the sense of contribution to the organization's success. Positive feedback from a manager can enhance an employee's job satisfaction, as it acknowledges their efforts and contributions. Additionally, when businesses succeed and become profitable, earnings and profits can be distributed among employees, potentially increasing job satisfaction and productivity.