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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
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/10005288459
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
Persistent link: https://www.econbiz.de/10008515364
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...
Persistent link: https://www.econbiz.de/10009651065
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...
Persistent link: https://www.econbiz.de/10010540611
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...
Persistent link: https://www.econbiz.de/10010610715
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...
Persistent link: https://www.econbiz.de/10008473621
In order to profit from China’s enormous business opportunities, international firms need to know Chinese consumer preferences. To learn more about intrinsic Chinese consumer preferences and their distinction from other Asian consumer preferences, this study analyzes differences in the...
Persistent link: https://www.econbiz.de/10010989726
Servant leadership is a leadership philosophy which addresses the concerns of ethics, customer experience, and employee engagement while creating a unique organizational culture where both leaders and followers unite to reach organizational goals without positional or authoritative power. With...
Persistent link: https://www.econbiz.de/10010989793