Critical Incidents Analysis
The critical incident analysis is a method used in market research, among other things .
It uses partially standardized survey techniques such as CATI or online surveys to identify critical events according to methodically defined criteria. The technology precisely records those incidents that are perceived as critical for the further course of the interaction. It is used, among other things, to analyze the service quality of a company. Conversely, the technology also provides direct information about which special occurrences offer particular potential for enthusiasm in a service scenario. In contrast to closed questions, the procedure offers the possibility of exploring previously undiscovered reasons for the satisfaction or dissatisfaction of customers.
literature
- Wolfgang Althof (Ed.): Worlds of Errors. About making mistakes and learning from mistakes. Contributions and supplements to an interdisciplinary symposium on the occasion of Fritz Oser's 60th birthday. Leske + Budrich, Opladen 1999, ISBN 3-8100-2343-4 .
- Peter Helling, Bernhard Spengler, Thomas Springer: Errors planned correctly. A guide for the creative planner. Beton-Verlag, Düsseldorf 1987, ISBN 3-764-00232-8 .
- Elke M. Schüttelkopf: Success strategy error culture. How organizations increase their performance through professional handling of errors. In: Failure - Learning - Business. How you perceive and shape the error culture and learning maturity of your organization. Lang, Frankfurt am Main et al. 2008, ISBN 978-3-631-57744-8 , pp. 151-314.
Individual evidence
- ↑ http://www.apa.org/psycINFO/cit-article.pdf
- ↑ Archived copy ( Memento of the original dated February 3, 2012 in the Internet Archive ) Info: The archive link was automatically inserted and not yet checked. Please check the original and archive link according to the instructions and then remove this notice.
