Which of the following research methods is used when subjects ...

[faduma]

Which of the following research methods is used when subjects (customers) are asked to describe their superior and inferior service delivery experiences?
 a. Mystery shopping
  b. Employee reports
  c. Survey methods
  d. Critical incident technique
  e. Experimental field testing

Question 2

The primary goal of any franchise company is to:
 a. make a Profit
  b. have ever-increasing sales
  c. expand internationally
  d. lobby Congress for exceptions to Rule 436.1.

[princessflame2016]

Answer to Question 1

d

Answer to Question 2

A. Make a profit, as indicated in the first sentence of the Introductory section of the chapter.