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...

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 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...

Mystery shopping is a well known marketing technique used by companies and marketing analysts to measure quality of service, and gather information about products and services. In this article, we analyse data from mystery shopping surveys via Bayesian networks in order to examine and evaluate...

Our paper is intended to present the critical role of the service organizations’ members represented by personnel (employees) in creating competitive advantage and driving growth and value. In order to face current economic challenges managers acting in the services industry need to recognize...

The role of service employees is indeed relevant for the success of any service organization, especially those that process people and internal marketing can help firms to deliver service excellence. Even though it is not a new concept, since it was first mentioned in the literature more than 30...

A differentiated tourist experience is critical for business success. The quality of the company’s customer experience is ultimately determined by the way tourists feel about their last interaction. Our paper presents some key principles that help tourism companies in offering great customer...

The rate of those consumers who are adopting online banking and bill payment services has ranked to be one of the fastest growing activities in 2003. To gain a better understanding of the online-banking industry, an inspection of a few representative banks in the USA, the use of conceptual...