This study is a comparison of typical customer comment cards in comparison tothe QS-1000 survey computer. Each of these instruments can be used to gather data fromcustomers regarding their opinions on service. As compettion throughout the serviceindustry increases, the need for businesses to...

This dissertation contains three essays. The first essay presents a new likelihood based approach for quantification of qualitative survey data on expectations and perceptions. A likelihood ratio test for model consistent expectations is proposed. Evidence from the Monte Carlo simulation studies...