search query: @author Müller, S. / total: 20
reference: 5 / 20
| Author: | Müller, S. Lohmann, F. |
| Title: | Qualitative oder quantitative Erfassung von Dienstleistungs- qualität? Die Critical Incident Technique und die Gap- Analyse im Methodenvergleich |
| Journal: | Schmalenbachs Zeitschrift für Betriebswirtschaftliche Forschung
1997 : VOL. 49:11, p. 973-989 |
| Index terms: | SERVICE QUALITY MEASUREMENT CONSUMERS METHOD STUDY |
| Language: | ger |
| Abstract: | Two types of measurement procedures have become established for the measuring of service quality: the qualitative and the quantitative approach. Subjecting their most prominent representatives, the Critical Incident Technique (CIT) and the Gap Analysis (GA) to a theoretical comparison, it becomes obvious that CIT supplies information that is more concrete, more up-to-date and more relevant in practice and behavior about the quality as perceived by the consumer than GA. This analysis, however, has the advantage of delivering standardised customer judgements at less expense. Therefore it is recommended to use them to complement each other. |
SCIMA