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...

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...

This paper focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on...

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...

A survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are...

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....

The main objective of this study is to analyze the relationship between research impact and the structural properties of co-author networks. A new bibliographic source, Microsoft Academic Search, is introduced to test its suitability for bibliometric analyses. Citation counts and 500 one-step...

The Italian National Scientific Qualification (ASN) was introduced in 2010 as part of a major reform of the national university system. Under the new regulation, the scientific qualification for a specific role (associate or full professor) and field of study is required to apply for a permanent...

In this paper, a bibliometric study of the computational intelligence field is presented. Bibliometric maps showing the associations between the main concepts in the field are provided for the periods 1996–2000 and 2001–2005. Both the current structure of the field and the...