Measuring Quality in Brief Customer Interactions Is Particularly Difficult,as Each

question 17

Multiple Choice

Measuring quality in brief customer interactions is particularly difficult,as each customer's interaction with a company employee has the potential to be personal and unique.Some service firms have attempted to measure the effectiveness of these transient customer interactions using which of the following scales?

• A)Excellent,Good,Indifferent,Poor
• B)Exceptional,Positive,Neutral,Exasperating
• C)Did not meet expectations,Met expectations,Exceeded expectations
• D)A point scale awarding one to five-stars based on the interaction
• E)Good,Better,Best

Recognize the potential for analogue research to offer specificity in operational definitions of variables.

Grasp the considerations of client and counselor variables in enhancing the relevance of analogue research findings.

Understand the basic concepts and types of research designs and their applications.

Identify and apply appropriate data collection and sampling techniques in research.

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Definitions:

Observations

Data points or recorded information obtained from experimental or study designs, representing individual examples of the variables being studied.

Median

The middle value in a list of numbers, which separates the higher half from the lower half.

First Quartile

The value below which 25% of the data falls in a data set, representing the median of the lower half of the dataset.

25th Percentile

Represents the value below which 25% of the data points in a dataset fall.