True/False
A service organization will benefit from its efforts to measure performance,even if the collected information is not used.
Correct Answer:

Verified
Correct Answer:
Verified
Q13: A service failure occurs when a customer
Q14: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q15: Organizations that engage in systematic measurement of
Q16: Experimental field testing is used to evaluate
Q17: It is easy to predict and anticipate
Q19: The information collected through research can help
Q20: What is mystery shopping?
Q21: Depending on the specific technique selected,observational methods
Q22: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q23: When determining what it is doing right