The component of a firm's service quality information system that is used specifically to assess employee performance is:
A)solicitation of customer complaints.
B)customer focus group interviews.
C)employee surveys.
D)mystery shopping.
E)total market service quality survey.

Question

Quizplus · Accepted Answer

Mystery shopping is a tool used specifically to assess and improve employee performance by having individuals pose as customers to evaluate the service quality, adherence to company standards, and employee behavior in a covert manner.

The Component of a Firm's Service Quality Information System That