I want accurate answer with proper explanation show all your work please

Waltons is a privately- owned supermarket chain that employs over 1, 500 employees in 10 stores located in the 14 parishes of Jamaica. Each store boasts large square feet of space with wide aisles stocked with amazing assortments of grocery products, baked products. The stores also hold a pharmacy, a bank kiosk and a diner. Each aisle has signs for easy identification by customers.

Waltons has embraced the idea, that in order to compete effectively, grocery shopping should become a compelling experience, Employee comments reflect this notion: "We are taking customers to a place they have not been before." "going there is not just shopping, it's an event. They include a greeter and customer service employees are always nearby to assist customers or to hear complaints and answer questions.

Apart from its vast array of products, much of the Waltons experience is derived from its employees and customers. Customers enjoy shopping at Waltons and the y let them know it. Waltons has invested in its employees offering tuition to those who wish to further their studies. They promote from within and new stores are populated by the best and brightest of existing employees. Also, they listen to their employees. Hourly wages and annual salaries are reasonably high and full-time employee turnover rate is much lower than the average industry rate.

Adapted from Hoffman, K.; Bateson, J. Services Marketing 4th ed. pgs 227-228

Question 1

Differentiate between empowerment and enfranchisement. (2 marks)

The 'Service Profit Chain' links service and profits with employee and customer satisfaction. Explain the importance of Service Profit Chain to the management of Waltons supermarket. (12marks)

Outline TWO main roles of boundary spanners. (6 marks)