Suitability of the Critical Incident Technique to Measure Quality of Construction Coordination

2004 ◽  
Vol 20 (3) ◽  
pp. 97-109 ◽  
Author(s):  
D. Darshi De Saram ◽  
Syed M. Ahmed ◽  
Michael Anson
Keyword(s):  
Critical Incident ◽  
Critical Incident Technique

scholarly journals UNDERSTANDING MATHS ANXIETY IN PRE-SERVICE TEACHERS THROUGH A QUALITY OF LIFE FRAMEWORK

2018 ◽  
Vol 9 (4) ◽  
pp. 168-187
Author(s):  
Sue Wilson
Keyword(s):  
Quality Of Life ◽  
Identity Development ◽  
Conceptual Framework ◽  
Mathematics Anxiety ◽  
Critical Incident ◽  
Primary Teachers ◽  
Critical Incident Technique ◽  
Teaching Of Mathematics ◽  
Practical Implications

This article analyzes pre-service primary teachers’ written reflections using the Quality of Life conceptual framework, with its three domains of being, belonging, and becoming, as a lens to elucidate the concepts of identity and projective identity. Data collected via Critical Incident Technique were used to investigate the antecedents of mathematics anxiety as perceived and identified by pre-service teachers. When not addressed, high levels of mathematics anxiety in primary pre-service teachers’ affect their future teaching of mathematics and the achievement of their students. The results show that using the framework contributes to an understanding of primary pre-service teachers’ mathematics anxiety and its implications for their identity development. The article concludes with recommendations and practical implications.

scholarly journals Use of the CIT Method for Quality Assessment of Catering Services

2019 ◽  
Vol 1 (1) ◽  
pp. 440-447
Author(s):  
Manuela Ingaldi ◽  
Martin Kotus
Keyword(s):  
Quality Assessment ◽  
Critical Incident ◽  
Negative Impact ◽  
Critical Incident Technique ◽  
Quality Of Services ◽  
Positive Feelings ◽  
Potential Improvement ◽  
Service Data ◽  
Research Service

Abstract When using various types of services, the customer may experience positive or negative situations, incidents. These incidents may affect the customer's satisfaction or dissatisfaction. Therefore, these incidents can be a source of very valuable information for the enterprise about the quality of the services it offers. The problem, however, is their analysis, because such incidents can affect different aspects of the service, but also, as mentioned earlier, can have a positive or negative impact on customer satisfaction. The Critical Incident Technique (CIT), often mentioned in the literature, can be used for such an analysis. With this method, it is possible to isolate situations that are typical of the negative and positive feelings of the customers, as well as to determine the frequency of their occurrence. The purpose of the papers was to analyze the quality of services offered by the chosen catering enterprise with use of CIT. The research took form of a direct interview with customers after delivery of the chosen service. Data obtained on this basis was analyzed: all incidents were first divided into groups and categories as well as positive and negative incidents, and then statistics for individual categories were presented. This research allowed to indicate the strengths and weaknesses of the research service, but at the same time to indicate the areas of potential improvement.

scholarly journals Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop

2020 ◽  
Vol 3 (1) ◽  
pp. 374-383
Author(s):  
Manuela Ingaldi ◽  
Silvie Brožová
Keyword(s):  
Service Quality ◽  
Critical Incident ◽  
Online Shopping ◽  
Communication Technologies ◽  
Critical Incident Technique ◽  
Time Of Day ◽  
Quality Of Services ◽  
Trading System ◽  
High Satisfaction

AbstractThe development of e-commerce and communication technologies has allowed changes in the traditional trading system, currently customers can use both stationery shops and e-shops. People no longer need to leave their homes to go shopping, even everyday groceries. They can use the e-shop at any time of day or night, at home or at work. There are no queues, they can get to know other people’s opinions, compare products and services with each other. They can shop while sitting on the sofa in front of the TV and sipping tea. Shopping can be done in the e-shop up to thousands of kilometers away. Especially in the current Covid-19 pandemic, online shopping has become very popular. The aim of the paper was to assess the quality of services offered by the research e-shop. During the research the Critical Incident Technique (CIT) was used. A direct interview was conducted with the customers of the research e-shop who, after using its services, agreed to share their impressions and opinions. They were supposed to describe incidents or situations related to the research e-shop, which they have in their memory, and which caused special satisfaction or dissatisfaction. The analysis allowed to indicate that less than 50% of the incidents described by the customers were positive incidents that cause customers’ high satisfaction, which is not a good situation for the research e-shop. Improvement actions are needed.

scholarly journals The patients' perception of the quality of community pharmacy services using the Critical Incident Technique (CIT)

2020 ◽  
pp. 123-123
Author(s):  
Ingrid Kummer ◽  
Jovana Mudric ◽  
Tamara Cikaric ◽  
Ljiljana Tasic ◽  
Andrijana Milosevic-Georgiev ◽  
...  
Keyword(s):  
Community Pharmacy ◽  
Critical Incident ◽  
Consumer Satisfaction ◽  
Critical Incident Technique ◽  
Community Pharmacy Services ◽  
Pharmaceutical Services ◽  
Community Pharmacies ◽  
Pharmacy Services ◽  
Patient Counselling

Introduction / Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analysing information on participants and their activities. This method allows participants to present their detailed experiences related to a particular service in the way they perceive them. The study aimed to examine patients' perceptions of an incident occurred in community pharmacies using CIT and determine recommendations for improving the quality of pharmacy services. Methods. A qualitative study using an interview based on CIT was conducted in three pharmacies in Serbia, on the territory of Krusevac city. The entire course of the interviews was recorded, which provided detailed research. Results. A total of 68 critical incidents were collected and divided into two groups: positive (37) and negative (31), depending on the (dis)satisfaction of patients with the services of pharmacists in community pharmacies. The following thematic clusters of pharmacy services were covered: accessibility of community-based pharmaceutical services, pharmacist behaviour, patient counselling, dispensing of drugs and / or medical devices, compounding, and pharmacy sales / commercial practice. Conclusion. The results show that CIT is a useful tool for evaluating and improving pharmaceutical services. Based on the data collected, various aspects of community pharmacy services can be improved and further research should be carried out.

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