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Why is it so difficult to achieve service success?
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Q3: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q4: Surveys cannot capture the experiential nature of
Q5: You are thinking about conducting observational research
Q6: You are a manager for a local
Q7: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q9: Focus groups are helpful for generating useful
Q10: Excellent service organizations recognize that research on
Q11: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q12: COMPLETION QUESTIONS<br>Observational<br>Trace Analysis<br>Receipt Analysis<br>Mystery Shopping<br>Survey<br>Focus Group<br>Critical Incident
Q13: A service failure occurs when a customer