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Mystery Shopping: In-depth measurement of customer satisfaction

van der Wiele, Ton; Hesselink, M. - Erasmus Research Institute of Management (ERIM), … - 2003

This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be...

Persistent link: https://www.econbiz.de/10010731170

De betekenis van marktstructuren voor de scope van de onderneming

Commandeur, Commandeur, H.R. - Erasmus Research Institute of Management (ERIM), … - 2003

Different market structures and value systems give insight into the changing environment in which companies operate. In this inaugural address the central question is: What is the influence of market structures on the scope of the firm?The objective is to give meaningful contributions to the...

Persistent link: https://www.econbiz.de/10010730469

The Relationship between Technology, Innovation, and Firm Performance: Empirical Evidence on E-Business in Europe

Koellinger, Philipp - Erasmus Research Institute of Management (ERIM), … - 2008

This article analyzes the relationship between the usage of Internet-based technologies, different types of innovation, and performance at the firm level. Data for the empirical investigation originates from a sample of 7,302 European enterprises. The empirical results show that Internet-based...

Persistent link: https://www.econbiz.de/10010730893

Can the stock market anticipate future operating performance? Evidence from equity rights issues

Kabir, Kabir, R.; Roosenboom, Roosenboom, P.G.J. - Erasmus Research Institute of Management (ERIM), … - 2002

This paper examines whether the stock market valuation impact is consistent with subsequent operating performance of firms. We use data for equity rights offerings - the widely adopted flotation method in the Netherlands. We first examine the stock market announcement effect of rights issues and...

Persistent link: https://www.econbiz.de/10010731124

Distributed Services with Foreseen and Unforeseen Tasks: The Mobile Re-allocation Problem

Dekker, Rommert; Kaymak, Uzay; Larco Martinelli, Larco … - Erasmus Research Institute of Management (ERIM), … - 2007

In this paper we deal with a common problem found in the operations of security and preventive/corrective maintenance services: that of routing a number of mobile resources to serve foreseen and unforeseen tasks during a shift. We define the (Mobile Re-Allocation Problem) MRAP as the problem of...

Persistent link: https://www.econbiz.de/10010731075

Reliability and heterogeneity of railway services

Dekker, Rommert; Vromans, Vromans, M.J.C.M.; Kroon, … - Erasmus Research Institute of Management (ERIM), … - 2003

Reliability is one of the key factors in transportation, both for passengers and for cargo. This paper examines … reliability in public railway systems. Reliability of railway services is a complex matter, since there are many causes for … disruptions and at least as many causes for delays to spread around in space and time. One way to increase the reliability is to …

Persistent link: https://www.econbiz.de/10010731209

A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites

van der Wiele, Ton; van Iwaarden, Jos - Erasmus Research Institute of Management (ERIM), … - 2002

(tangibles; reliability; responsiveness; assurance; empathy) as developed by Zeithaml et al [1]. There is evidence that the same …

Persistent link: https://www.econbiz.de/10010837571

Consumer Perception and Evaluation of Waiting Time

Verhoef, Peter; Antonides, Antonides, G. - Erasmus Research Institute of Management (ERIM), … - 2000

Telephone waiting times for a commercial service were varied in two different experiments. In the first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $0.40) per minute. Consumer perceptions of waiting times could be described best by a psychophysical power function....

Persistent link: https://www.econbiz.de/10010731457

Mystery shopping: A tool to develop insight into customer service provision

van Iwaarden, Jos; van der Wiele, Ton; Hesselink, M. - Erasmus Research Institute of Management (ERIM), … - 2004

Reaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence...

Persistent link: https://www.econbiz.de/10010731483

The Importance Of Customer Satisfaction In Organisational Transformation

van der Wiele, Ton; Hesselink, M.; Boselie, Boselie, … - Erasmus Research Institute of Management (ERIM), … - 2002

The volume of temporary labour has grown very fast during the last decades in Europe, as did the number of organizations with an intermediating role in relation to temporary (contingent) labour. All over the place there are small and large intermediaries trying to find the right persons for the...

Persistent link: https://www.econbiz.de/10010731491