COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident Technique
Moment of Truth Impact Analysis
Service Quality Information System
-___________ is an unobtrusive data-gathering method that relies on people posing as shoppers to observe and collect information about an organization's service performance.
Correct Answer:
Verified
Q42: COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident
Q43: COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident
Q44: Why is it so difficult to achieve
Q45: You are a manager for a local
Q46: Your boss recently heard about SQIS (i.e.
Q48: You've been assigned to develop a method
Q49: COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident
Q50: What is the moment of truth impact
Q51: COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident
Q52: Why is it necessary to study both
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