FORMATIVE ASSESSMENT 1 Study the information provided below and answer the following questions. [100 MARKS] Heskett, Jones, Loveman, Sasser, and Schlesinger's (1994) Service-Profit Chain (SPC) theory is a management framework that integrates concepts from marketing, human resources, and organisational behaviour. The SPC theory posits a direct link between a firm's internal service climate and its external service value, which ultimately drives firm profitability and growth. Customer satisfaction is of critical importance in investment and portfolio management. A recent study reported a 30% decline in customer satisfaction among South African investment firms. As an organisational researcher, you have hypothesised that improvement in a certain variable, employee engagement, is likely to yield significant enhancement in another variable, customer satisfaction. You are proposing a quantitative study premised on the SPC theory to investigate whether improvement in employee engagement enhances customer satisfaction at twenty selected South African investment brokerage firms.

N5

5) We offered 50% of our drivers monetary bonuses to increase their activity. Compare the results with the control group and explain if the campaign was successful and should we do it again or not.                                     Condition: Stay online 30 hours and accept 75% of rides. Get 70€ bonus.                                                     Control Group Online hours Offline hours Bookings received Bookings successfully completed Bonus Group Online hours Offline hours Bookings received Bookings successfully completed Write here your answer about the results of the campaign Driver 1 15 35 15 13   Driver 55 33 19 29 25           Driver 2 29 21    30   Driver 56 5 55 6 6           Driver 3 17 23 12 10   Driver 57 32 8 19 16           Driver 4 31 19 31 26   Driver 58 32 18 29 26           Driver 5 36 24 44 24   Driver 59 38 22 20 17           Driver 6 14 26 10 12   Driver 60 17 23 10 9           Driver 7 5 40 5 4   Driver 61 4 46 3 3           Driver…

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