Which of the following research methods is used when subjects (customers)are asked to describe their superior and inferior service delivery experiences?
A)Mystery shopping
B)Employee reports
C)Survey methods
D)Critical incident technique
E)Experimental field testing

Question

Quizplus · Accepted Answer

The Critical Incident Technique involves collecting significant incidents or experiences from customers or clients about the service they received. It is used to identify particularly satisfactory or unsatisfactory elements of service delivery by asking subjects to describe specific instances of notably good or bad service. This method is valuable for understanding the aspects of service that have a strong impact on customer satisfaction.

Which of the Following Research Methods Is Used When Subjects