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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
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The effect of dynamic integrated resort experience on Croatian customer behavior
Ahn, Jiseon; Back, Ki-Joon; Barišić, Petra - In: Journal of travel and tourism marketing 36 (2019) 3, pp. 358-370
Persistent link: https://www.econbiz.de/10012179409
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The Excellence Grid : a tool to identify attributes that drive service excellence
Roy, Sheila; Mukherjee, Indrajit - In: International journal of quality & reliability management 34 (2017) 8, pp. 1209-1228
Persistent link: https://www.econbiz.de/10011754337
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The influences of internal marketing on service excellence of hotel businesses in Thailand
Saknarong, Atchareeya; Ooncharoen, Nantana; … - In: Journal of international business and economics : JIBE 13 (2013) 4, pp. 67-94
Persistent link: https://www.econbiz.de/10010241894
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Enablers of contact centre service excellence : a practioner's perspective
Surya Dharamdass; Fernando, Yudi - In: International journal of business excellence 11 (2017) 3, pp. 381-396
Persistent link: https://www.econbiz.de/10011734410
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You deserve the bad (or good) service : the role of moral deservingness in observers' reactions to service failure (or excellence)
Palmeira, Mauricio; Koo, Minjung; Sung, Hyun-Ah - In: European journal of marketing 56 (2022) 3, pp. 653-676
Persistent link: https://www.econbiz.de/10013173443
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How luxury restaurants will enhance the concept of guest delight
Padma Panchapakesan; Amin, Muslim; Herjanto, Halimin - In: Journal of hospitality and tourism insights 5 (2022) 2, pp. 311-330
Persistent link: https://www.econbiz.de/10013189274
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The influence of branding and communication on the perception of value : a study from the perspective of medical tourism services
Sousa, Bruno; Alves, Gisela Maria - In: International journal of services and operations … 44 (2023) 3, pp. 355-367
Persistent link: https://www.econbiz.de/10014311713
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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
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Mystery Shopping: In-depth measurement of customer satisfaction
Hesselink, M.; Wiele, A. van der - Erasmus Research Institute of Management (ERIM), 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/10005288459