Question

Which of these statements about job satisfaction and customer satisfaction is TRUE?

a) Employees with higher job satisfaction tend to give poorer customer service.
b) Satisfied employees have a more positive mood, which communicates friendliness to customers.
c) Satisfied employees are less likely to quit, so customers receive more consistent and familiar service.
d) Satisfied employees are more likely to engage in neglect, so customers receive poorer service from these employees.
e) Satisfied employees have a more positive mood, which communicates friendliness to customers and are less likely to quit, so customers receive more consistent and familiar service.

Answer 1

The correct statement is that satisfied employees communicate positive mood to customers and are less likely to quit, leading to more consistent service. Job satisfaction influences organizational citizenship behaviors and organizational performance, while work control and involvement contribute to higher job satisfaction.

Step-by-step explanation:

Among the given statements regarding job satisfaction and customer satisfaction, the true statement is that satisfied employees have a more positive mood, which communicates friendliness to customers and are less likely to quit, so customers receive more consistent and familiar service. This encapsulates the idea that job satisfaction contributes not only to the welfare of the employee but also has a positive impact on customer service quality. Employees who are content with their jobs are more likely to exhibit organizational citizenship behaviors and discretionary actions that benefit the organization, leading to improved organizational performance.

Research has shown that factors such as control over one's work, participation in decision-making, autonomy from surveillance, and feeling integral to work outcomes are linked to greater job satisfaction. Moreover, a positive correlation exists between job satisfaction and aspects such as variety, role clarity, and the nature of the work itself, while the relationship between pay level and job satisfaction is comparatively weak.

Thus, fostering an environment where employees are satisfied can lead to enhanced customer interactions, lower turnover rates, and overall better performance for the company.