Mystery shopping is an obtrusive method of gathering data about an organization's service performance.
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Q8: According to Len Berry,great service companies measure
Q9: Customer feedback cards are a type of
Q10: Service performance measurement seeks to understand the
Q11: When using an observational technique,service researchers must
Q12: A service failure occurs when a customer
Q14: Measurement is the heart of quality improvement.
Q15: Focus groups are helpful for generating useful
Q16: A critical incident is an observable event
Q17: Concealed,direct human observation is often the method
Q18: Depending on the specific technique selected,observational methods
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