A specific aspect of service, or a single behavior or characteristic of the service or product, which is used to measure service quality, is referred to as
A)an acquisition/defection matrix.
B)hierarchy of effects mode.
C)idiosyncratic fit heuristic.
D)critical Incident Analysis.
E)event-history score.

Question

Quizplus · Accepted Answer

The specific aspect of service or single behavior that is used to measure service quality is referred to as a critical incident, and analyzing these incidents is known as Critical Incident Analysis. This approach helps identify areas where service can be improved and can inform training and development of staff.

A Specific Aspect of Service, or a Single Behavior or Characteristic