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

By Bo Edvardsson, I. Roos. 2001

280 citations recorded by the source corpus.

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Investigating the Key Routes to Customer Delight (2011, methodology): “Further, this method is especially appropriate when there is little known about the phenom- enon being studied (Edvardsson and Roos 2001), which is the case with customer delight.”
Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context (2015, methodology): “Edvardsson and Roos (2001) demonstrated that it was a tool for managing services and according to Johnston (1995) identifying quality determinants is essential to enable the service delivery to be improved.”
Values and behaviors of effective lean managers: Mixed-methods exploratory research (2017, methodology): “In each interview, we first elicited ELMMs' values through the open-ended Critical Incident Technique (CIT) (Bonesso, Gerli, & Scapolan, 2014; Edvardsson & Roos, 2001; Flanagan, 1954).”
Choosing the Geoscience Major: Important Factors, Race/Ethnicity, and Gender (2015, methodology): “…the CIT is used on a larger scale in the service industry to improve business practices and quality control (e.g., Chell and Pittaway, 1998; Edvardsson and Roos, 2001; Johnstone, 1995) and in the medical field to improve patient experiences (e.g., Fitzgerald et al., 2008; Levine et al.,…”