Dear Community,

i have found a sample part of a questionnaire, which uses the Critical Incident Technique in an appendix of this paper written by Douglas et a. (2009): https://www.emerald.com/insight/content/doi/10.1108/17542730910965038/full/html

I would be thankful for other examples :-)

Kind Regards

The following papers may further help:

• Bianchi, C. and Drennan, J. (2012) Drivers of satisfaction and dissatisfaction for overseas service customers: A critical incident technique approach, Australasian Marketing Journal (AMJ), 20, 1, pp. 97-107.
• Edvardsson, B. (1992) Service Breakdowns: A Study of Critical Incidents in an Airline, International Journal of Service Industry Management, 3, 4, pp. 17-29.
• FitzGerald, K., Seale, N. S., Kerins, C. A. and McElvancy, R. (2008) The critical incident technique: a useful tool for conducting qualitative research, Journal of Dental Education, 72, 3, pp. 299-304.
• Hoffman, K. D., Kelley, S., W. and Chung, B., C. (2003) A CIT investigation of servicescape failure and associated recovery strategies, The Journal of Services Marketing, 17, 4/5, pp. 322-340.
• Roos, I. (2002) Methods of Investigating Critical Incidents, Journal of Service Research, 4, 3, pp. 193-204.
• Zhang, J., Beatty, S., E and Mothersbaugh, D. (2010) A CIT investigation of other customers' influence in services, The Journal of Services Marketing, 24, 5, pp. 389-399.

Thank you very much Kenneth for your helpful reply! I will read this literature stack tomorrow!

Hi Dimitri!

I also found the doctoral dissertation by Ahola (2009) very useful to get started on the critical incident technique.

Ahola, T. (2009). Efficiency in project networks : the role of inter-organizational relationships in project implementation. Teknillinen korkeakoulu. Retrieved from https://aaltodoc.aalto.fi:443/handle/123456789/4689

If you are interested, in my own doctoral dissertation and published papers there is a quite extensive description on how I applied the critical incident technique:

Nardelli, G. (2014). Innovation in services and stakeholder interactions: cases from Facilities Management.

Nardelli, G., & Rajala, R. (2018). The evolution of facility management business models in supplier-client relationships. Journal of Facilities Management, 16(1), 38-53.

Nardelli, G., & Broumels, M. (2018). Managing innovation processes through value co-creation: A process case from business-to-business service practise. International Journal of Innovation Management, 22(03), 1850030.

Nardelli, G. (2017). Innovation dialectics: An extended process perspective on innovation in services. The Service Industries Journal, 37(1), 31-56.

Good luck with your project!

Hello Guilia,

that is a great list! Thank you so much for sharing! I will definitely read your papers.

Kind Regards

Dimitri

Dear colleagues,

in case you are interested about myexperience, the study is currently going on and it works pretty good. I built an excel-based evaluation sheet and the adressed key informants understand how it works.

Each question of my sheet looks like this:

Did you use XY? (yes/no)

How imporant was XY for you? (Rating 1-5)

How was your experience using XY? (Rating 1-5)

Now CIT comes into play:

Can you remember a positive and/or negative event/incident related to the use of XY? (Text field to explain the rating)

Which criterion (characteristic) contributed to your perception of the critical event? (Text field to explain the rating)

Kind Regards

Dimitri