An internal search for information is never sufficient and ...

[Shelles]

An internal search for information is never sufficient and requires an external search for consumers to find what they want.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 2

The ________________ is used to study observable events during a service encounter that contribute in a significant way toward a satisfactory or unsatisfactory service experience.
 Fill in the blank(s) with correct word

[elyse44]

Answer to Question 1

False

Answer to Question 2

Critical Incident Technique

[Shelles]

Great answer, keep it coming

[Liddy]

Gracias!