In guiding goodwill, employee and manager "intentions" are informed by customer satisfaction.
Customer satisfaction is based on how efficiently and effectively a company's products or services meet customer expectations. Customer satisfaction increases customers' purchase intentions and loyalty. Measuring customer satisfaction with surveys helps the organization to predict its business growth and future revenue.
Thus, to ensure that the organization maintains its goodwill or good reputation with customers, the employees and managers must exceed customers' expectations.
Learn more about customer satisfaction at https://brainly.com/question/24553900
