The methodology, attending to the way data is collected, will be used to answer the hypotheses. First, a pre-test study will be outlined which was conducted at a preliminary research stage to help devise the research question and in order to test if a script construct can generally be assumed as existent. After that, the basic aspects concerning the main study and the study design will be described in detail. General research design elements such as purpose and type of investigation, as well as basic paradigms and ethical issues, will be discussed thereafter. Apart from general aspects, the main focus of this chapter will be the explication of the triangulation method, the operationalization of the variables and the quality of the measures.


Customer Satisfaction Service Process Service Product Expert Interview Interval Scale 
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© Deutscher Universitäts-Verlag | GWV Fachverlage GmbH, Wiesbaden 2006

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