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 unobtrusive data-gathering method that relies on people posing as shoppers to observe and collect information about an organization's service performance.
Correct Answer:
Verified
Correct Answer:
Verified
Q17: It is easy to predict and anticipate
Q18: A service organization will benefit from its
Q19: The information collected through research can help
Q20: What is mystery shopping?
Q21: Depending on the specific technique selected,observational methods
Q23: When determining what it is doing right
Q24: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q25: Which of the following data collection methods
Q26: When measuring service performance,it is recommended that
Q27: Customer feedback cards are a type of