An organization's focus on internal service quality implies that employees ________.
A) are less likely to be satisfied
B) lack job security
C) are highly reward-oriented
D) hold a customer mind-set
E) need motivation to change

Question

Quizplus · Accepted Answer

An organization's focus on internal service quality means that the employees are encouraged to hold a customer mind-set, which means focusing on meeting the needs of internal customers (such as co-workers in other departments) in the same way they would for external customers. This approach improves overall customer satisfaction and contributes to a positive work environment.

An Organization's Focus on Internal Service Quality Implies That Employees