COMPLETION QUESTIONS Observational

question 14

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
-The ________________ is used to study observable events during a service encounter that contribute in a significant way toward a satisfactory or unsatisfactory service experience.

---

Definitions:

Differential Sensitivity

The variability in responsiveness or reaction among individuals or systems to external stimuli or conditions.

Poverty

A condition where an individual or community lacks the financial resources and essentials for a minimum standard of living.

Qualitative Research

A research method focused on understanding concepts, thoughts, or experiences through non-numerical data like interviews, observations, and texts.

Open-Ended Questions

Questions framed in a way that requires more than a simple yes or no answer, encouraging full, meaningful responses.