To Determine the Source of Customers' Favorable and Unfavorable Perceptions

question 6

Multiple Choice

To determine the source of customers' favorable and unfavorable perceptions in service encounters,researchers use which of the following research methods?

• A) Trailer calls
• B) Mall intercept interviews
• C) Role-playing experiments
• D) Critical incident technique
• E) Thematic apperception tests

---

Definitions:

Limit

The maximum or minimum boundary or point beyond which a certain condition applies or is possible.

Guarantees

Formal promises or assurances, typically by manufacturers or sellers, to stand behind the quality or performance of a product.

Enclosures

Additional documents or materials that are included with a letter or other form of communication.

Prospective Customers

Individuals or entities that are potential buyers of a product or service, having shown interest but not yet made a purchase.