At Which Level of Employee Satisfaction Are Marketers Likely to See

Multiple Choice

At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?

A) When basic expectations are met
B) When service improvements move customers from dissatisfied to satisfied
C) As customers enter the zone of indifference
D) Around the threshold between satisfaction and delight with the service
E) Loyalty grows at a steady rate as satisfaction rises