A primary advantage of management observation for measuring service quality is
A) The observational results have statistical validity.
B) It is simple and inexpensive.
C) Employees perform better when they know they are being observed.
D) Employees can be monitored without their knowledge.

Question

Quizplus · Accepted Answer

Management observation is a simple and inexpensive method for measuring service quality as it involves directly observing the service delivery process. The results may not have statistical validity as it is based on personal perceptions and subjective judgments of the observer. However, it can provide valuable insights and feedback to improve the service quality. The observation can be done openly or covertly, but it is not ethical or advisable to monitor employees without their knowledge or consent. The perception of being observed can improve employee performance, but it can also lead to artificial behavior or hiding of service failures, which can distort the results.

A Primary Advantage of Management Observation for Measuring Service Quality