Employee research is important since Of the inseparability of production and consumption-- employee satisfaction is critical to guest satisfaction. Employees interface directly with guests every day and can share important insights with management. Employees often serve as guest advocates, ensuring the service organization is responsive to guests' concerns. All of the above. Question 9 2pts When using mystery shoppers, it is important That the shopper has little prior knowledge or experience with the service industry. That the feedback generated is utilized constructively by management in a sincere effort to improve customer service. That conformance to prescribed standards is assessed without regard to employee attitudes conveyed during service delivery. All of the above. Question 10 2 pts Categories of customers include External customers. Internal customers. Ex-customers, Competitor's customers: All of the above