Which of the following involves analyzing very specific customer complaints?
A)SERVQUAL
B)total quality management (TQM)
C)gap analysis
D)the critical incident technique
E)servicescape

Question

Quizplus · Accepted Answer

The critical incident technique involves analyzing specific customer complaints or incidents to understand and improve the overall service experience. SERVQUAL, total quality management (TQM), gap analysis, and servicescape are all different tools and frameworks used to measure and improve service quality, but they do not specifically focus on analyzing customer complaints at a granular level like the critical incident technique.

Which of the Following Involves Analyzing Very Specific Customer Complaints