True/False
Service performance measurement seeks to understand the customers' and the employees' points of view in order to determine what an organization is doing right or wrong.
Correct Answer:
Verified
Correct Answer:
Verified
Q40: Management by walking around is an unobtrusive
Q41: Which of the following measure(s)is (are)used in
Q42: According to Berry and Parasuraman,which of the
Q43: Why is it necessary to study both
Q44: A critical incident is an observable event
Q46: Concealed,direct human observation is often the method
Q47: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q48: What is the critical incident technique?
Q49: A service blueprint can be used as
Q50: Measurement of a service performance is a