Hesselink, M.; Iwaarden, J.D. van; Wiele, A. van der - Erasmus Research Institute of Management (ERIM), ERIM … - 2004
Service Excellence, Customer Satisfaction, Mystery Shopping, Mystery Guest
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Correspondence author:
Erasmus University …, Mystery Guest
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Mystery shopping:
A tool to develop insight into customer service provision
ABSTRACT …
ANDERSON, D.N., D.L. GROVES, J. LENGFELDER AND D. TIMOTHY (2001) A research
approach to training: a case study of mystery …