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COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident Technique
Moment of Truth Impact Analysis
Service Quality Information System
-_________ research methods allow the researcher to gain an up-close and thorough picture of service phenomena,depending on the specific technique selected.
Q16: _ refers to all customer-provider interactions,other than
Q20: Kartik's regular and overtime gross pay combined,
Q22: Recently you overheard a fellow services marketing
Q25: An arrangement whereby the terms and conditions
Q30: During a recent meeting of the service
Q31: In the service quality cycle,the _ represents
Q31: _ refers to linking several service offerings
Q34: The key difference between provisions and liabilities
Q38: How would you respond to the statement
Q59: Service guarantees are ways to reduce customer's