True/False
A critical incident is an observable event during a service encounter that contributes in a significant way toward a satisfactory or unsatisfactory service experience.
Correct Answer:
Verified
Correct Answer:
Verified
Q39: Employee reports are not useful for collecting
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
Q45: Service performance measurement seeks to understand the
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