COMPLETION QUESTIONS Observational

question 22

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 unobtrusive data-gathering method that relies on people posing as shoppers to observe and collect information about an organization's service performance.

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Definitions:

Level Of Significance

A threshold in hypothesis testing that determines whether or not the null hypothesis can be rejected.

Null Hypothesis

A default premise stating no statistical significance or effect, used as a starting point for hypothesis testing to be either rejected or not rejected.

Z Statistic

A statistical measure that quantifies the distance (in standard deviation units) a data point is from the mean of a data set.

Normal Distribution

Normal Distribution is a continuous probability distribution characterized by a symmetric, bell-shaped curve, where mean, median, and mode are equal.