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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
-___________ is an unobtrusive data-gathering method that relies on people posing as shoppers to observe and collect information about an organization's service performance.
Systematic Variance
The part of variance in a set of data that is attributable to identified sources or factors, as opposed to random or error variance.
Error Variance
Random variability in a set of scores that is not the result of the independent variable. Statistically, the variability of each score from its group mean.
Between-Groups Variance
captures the differences in means across different groups in an experiment, reflecting how much group members vary from each other overall.
Within-Group Variance
The variation of observations within a single group or category, measuring how much individual scores differ from the mean of that group.
Q6: You are a manager for a local
Q9: If cost of sales is $500 000,
Q10: _ efforts should be used by service
Q13: _ is where the organization proves its
Q16: Is it possible for a customer to
Q18: Service frameworks perform all of listed functions
Q21: Is services marketing really different from the
Q43: Of the connections between the customer and
Q51: Why are service organizations recommended to develop
Q55: Stretching capacity involves a temporary adjustment that