Internal marketing and the treatment of employees as "internal customers" is Less important with back-of the-house employees, since they have fittle direct contact with guests. Important in service organizations since employees are both recelvers and providers of service. Less important in labor-intensive service organizations. A way of shifting the responsibility of guest satisfaction away from management and onto the front-line service employees. Question 6 2pts According to Reichheld, the most important question a service organization can ask a guest is Whether the customer is satisfied with the service environment, realizing that employees may change, but the service environment is more permanent. If the customer is satisfied with the tangible components of the service product. Whether the customer is satisfied with the service received. Whether the customer is willing to recommend a product or service to someone else. Question 7 2 pts Customer-to-customer and word-of-mouth (WOM) communication is an increasingly important customer feedback mechanism since Service organizations have complete control over what is communicated about their services online. Guests can express their experiences and feelings toward a service organization with a large audience through social media, blogs, in chat rooms and other online platforms. Customers are unlikely to trust what they read about a service organization online. Online complaints are usually posted by guests that are simply trying to "get something for nothing" from the service organization