Critical incident techniques Towards a framework for analysing the criticality of critical incidents

Critical incident techniques Towards a framework for analysing the criticality of critical incidents The traditional critical incident technique (CIT) and variants of the same have frequently been applied in service research for several decades. The technique has often been used to capture data on and analyse both negative and positive critical incidents. While one technique displays hosts of critical incidents in benchmark‐type series (SIT), another variant describes the dynamism in one discrete critical incident and a third the dynamism of the configuration of critical incidents (SPAT). In this article the different variants are discussed in relation to psychological theory focusing on the concepts of time, history and memory. To be able to analyse the criticality from the individual customer’s perspective, we argue that one must understand the significance of critical incidents in the light of human memory mechanisms and judgement processes. The discussion forms the basis for suggesting a new, tentative framework for analysing the criticality of critical incidents. We call this criticality critical incident technique (CCIT). http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Critical incident techniques Towards a framework for analysing the criticality of critical incidents

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/EUM0000000005520
Publisher site
See Article on Publisher Site

Abstract

The traditional critical incident technique (CIT) and variants of the same have frequently been applied in service research for several decades. The technique has often been used to capture data on and analyse both negative and positive critical incidents. While one technique displays hosts of critical incidents in benchmark‐type series (SIT), another variant describes the dynamism in one discrete critical incident and a third the dynamism of the configuration of critical incidents (SPAT). In this article the different variants are discussed in relation to psychological theory focusing on the concepts of time, history and memory. To be able to analyse the criticality from the individual customer’s perspective, we argue that one must understand the significance of critical incidents in the light of human memory mechanisms and judgement processes. The discussion forms the basis for suggesting a new, tentative framework for analysing the criticality of critical incidents. We call this criticality critical incident technique (CCIT).

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Aug 1, 2001

Keywords: Service; Service encounters; Relationship marketing; Customer behaviour; Customer loyalty

References

  • Service breakdowns, a study of critical incidents in an airline
    Edvardsson, B
  • Causes of customer dissatisfaction – studies of public transport by the critical‐incident method
    Edvardsson, B.
  • Criticality of critical incidents in customer relationships
    Edvardsson, B; Strandvik, T
  • The determinants of service quality: satisfiers and dissatisfiers
    Johnston, B

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