Critical Incident Technique
Bibliographic Data
| ID | 23626534 |
|---|---|
| Authors | Robert Johnston (0000-0002-4274-7853), Robert B Johnston (University of Warwick, corresponding author) |
| Language | EN |
| References cited | 3 |
CIT , critical incident technique, has its roots in WW2 Operations Research. As applied to service operations, it usually comprises two questions: the first asks customers to think of a time when they felt very pleased and satisfied with the service/product received and to describe, in a few sentences, the situation and why they felt so happy; the second requires customers to think of a time when they were unhappy and dissatisfied with the service/product they received and to describe, in a few sentences, why they felt this way.
Advertising · Business · Critical Incident Technique · Operations management · Operations research · Product (mathematics) · Service (business) · Computer Science · Customer Service Quality and Loyalty · Engineering · Marketing · Mathematics · Outsourcing and Supply Chain Management · Psychology · Quality and Supply Management
| Highly cited | No |
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