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Understanding Business
12th Edition
ISBN: 9781259929434
Author: William Nickels
Publisher: McGraw-Hill Education
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Question
1.3 Formulate a problem statement for the proposed study.
![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.](https://content.bartleby.com/qna-images/question/f79fedda-3b33-4066-b962-6bd98725a3cb/d88c7ede-2377-4f14-9412-0d4256e8cf1c/l6ksur_thumbnail.jpeg)
Transcribed Image Text: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.
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