Through ________, the service firm trains and motivates its customer-contact employees and supporting service people to work as a team to provide customer satisfaction.
A)service inseparability
B)service intangibility
C)service variability
D)internal marketing
E)external marketing

Question

Quizplus · Accepted Answer

Internal marketing is a process of training, motivating and empowering employees to work together in order to provide excellent customer service. This is important because service firms are dependent on the performance of their employees. By providing proper training, communication, and incentives, service firms can create a service culture where employees are committed to providing excellent customer service.

Through ________, the Service Firm Trains and Motivates Its Customer-Contact