Marketing 510 SLP

Running head : CRITICAL INCIDENT ANALYSIS

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Critical Incident Analysis

This is a technique involving collecting information from users about their specific incidents in an activity they involved in , the negative and positive incidents of the activity and eventually analyzing the data so as to assess how well services or goods offered to the users accomplish the intended objective (Holloway Daymon 2002 . This Critical Incident Analysis will focus on airline service where I will interview three friends who had recently used this service . My friends

br are Peter , John , and Esther

The interview

The interview focused on obtaining information about each interviewee experience and critical incidents that occurred as they were using the airline services . Incidents having positive and negative influence on the experience were asked for . General answers were discouraged through probing further in an effort to obtain specific clear answers . The interview was also conducted soon after these friends had used the airline service

Responses

Peter

While interviewing Peter , he identified a number of positive incidents that really appealed to him . First , he was d with the services offered at the waiting room before he boarded the plane . Peter could clearly remember how the receptionist welcomed him warmly and although he was traveling to a foreign country he felt as if he was going to another place comparable to his home . Peter also noted the liness in both booking and boarding of the plane . As for Peter he booked the freight online and on arriving at...