COMPLETION QUESTIONS Observational

question 12

Essay

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 indirect observation technique that is conducted by reviewing data provided on billing statements to uncover information about service customers.

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Definitions:

Role-Playing

The act of imitating the character and behaviors of someone else, often as a learning tool or form of entertainment.

Dispositional Attribution

The process of attributing behavior to internal factors, such as personality traits, beliefs, or emotions, rather than external situational forces.

Cognitive Dissonance

Psychological discomfort experienced by an individual who holds contradictory beliefs, ideas, or values simultaneously.

Car Accident

A collision involving one or more vehicles, often resulting in vehicle damage and potential injury to people involved.