Research on service quality frequently uses a technique called _____ in which the participant describes what led up to an incident,what was effective or ineffective,and the outcome.
A) life histories
B) cultural interviews
C) sequential interviewing
D) critical incident technique
E) oral history

Question

Quizplus · Accepted Answer

The technique described in the question is the critical incident technique. This method is often used to identify areas for improvement in service quality by asking customers to reflect on specific incidents and their experiences.

Research on Service Quality Frequently Uses a Technique Called _____