Essay
COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident Technique
Moment of Truth Impact Analysis
Service Quality Information System
-____________ is an indirect observational method that is used to study the physical environment after a service has occurred.
Correct Answer:
Verified
Correct Answer:
Verified
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
Q45: Service performance measurement seeks to understand the
Q46: Concealed,direct human observation is often the method
Q48: What is the critical incident technique?
Q49: A service blueprint can be used as
Q50: Measurement of a service performance is a
Q51: What is the moment of truth impact
Q52: Service performance measures can be used to