This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques … measurement methods like customer satisfaction measurement with use of questionnaires. Some of the first results of the Mystery …

-specific satisfaction. Four empirical studies-two field studies (a diary study and a cross section survey) and two experiments …-were conducted. The results show that surprise positively [negatively] influences satisfaction directly and indirectly (via the … that surprised customers display higher levels of satisfaction and dissatisfaction than non surprised customers. …

-follower analysis, our first Study (N = 306) confirms that followers’ identification and satisfaction with their leaders are stronger … unique variance in followers’ identification and satisfaction with their leader. Study 3 (N = 136) replicates the previous …

start-up satisfaction. Our results identify a group of nascent entrepreneurs that “cannot get satisfaction†with their … of better employment alternatives. Overall, financial success is the most important determinant of start-up satisfaction …

, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also … purchased. Our results show positive effects of current satisfaction and payment equity on referrals, while also changes in … satisfaction and payment equity affect customer referrals. With respect to the amount of services purchased, our estimation results …

the positive peak of the events positively affect customer satisfaction with the service call. Surprisingly, the end of …

The authors develop a four-dimensional scale to measure members' satisfaction with virtual communities. The dimensions … consist of members' satisfaction with member-member interactions, organizer-member interactions, organizer … each satisfaction dimension on member participation and the moderating effect of membership length on the links between the …

self-determination, and their job-satisfaction. …

analysis of data over three years (1998, 1999, and 2000) on the satisfaction of flex workers in the context of the flex company … related to the specific data of the flex workers? satisfaction surveys are:(a) the relationships between perceived … satisfaction of flex workers and possible behavioural consequences, like making complaints and making use of other flex companies …