Question: Instructions: Answer any TWO (2) questions. (50 Marks) Question 1 a. Past studies found that happy employees create happy customers and shareholders. As a marketing

Instructions: Answer any TWO (2) questions. (50

Instructions: Answer any TWO (2) questions. (50 Marks) Question 1 a. Past studies found that happy employees create happy customers and shareholders. As a marketing executive in a service company, you believe that employee satisfaction is a necessary precondition for customer satisfaction and firm success. Explain and convince your company to use the service-profit chain. You are required to show the service-profit chain diagram. (10 marks) b. Due to COVID 19 pandemic, most small and medium enterprises (SMEs) are badly hit by the outbreak and discontinued their business. Discuss how can SMEs increase customer retention during and post-Covid 19 pandemics. You need to discuss at least 3 strategies. (15 marks)

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