Multiple Choice
According to Berry and Parasuraman,which of the following is NOT a guideline for a comprehensive service quality information system?
A) Measure service expectations
B) Emphasize information quantity
C) Capture customers' words
D) Link service performance to business results
E) Reach every employee
Correct Answer:
Verified
Correct Answer:
Verified
Q37: Measurement is the heart of quality improvement.
Q38: You've been assigned to develop a method
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
Q43: Why is it necessary to study both
Q44: A critical incident is an observable event
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