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

Article Abstract:

The case of a service company in The Netherlands illustrates the way to service excellence as an organizational change process. The case supports the need for a broad focus on measurements in order to be able to monitor and to direct organizational changes and hence it is argued that mystery shopping can be a useful instrument in addition to the more often-used survey methods.

Author: Wiele, Ton Van Der, Hesselink, Martin, Iwaarden, Jos Van
Publisher: Taylor & Francis Ltd.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
Service Industries, Case studies, Evaluation, Organizational change, Services industry, Mystery shopping

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ISO 9000 Series and Excellence Models: Fad to Fashion to Fit

Article Abstract:

The International Standards Organization's ISO 9000 quality management system series, Quality Award/Excellence Models and self-assessment processes associated with Total Quality Management (TQM) are examined. The European Foundation for Quality Management and Malcolm Baldrige National Quality Award models are compared.

Author: Williams, Roger, Wiele, Ton van der, Dale, Barrie
Publisher: Braybrooke Press Ltd.
Publication Name: Journal of General Management
Subject: Business, general
ISSN: 0306-3070
Year: 2000
Standards, Methods, Corporations, Total quality management, International Organization for Standardization

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Quality management: the new challenges

Article Abstract:

The two kinds of quality management and the challenges they face for improvement and customer satisfaction are analyzed.

Author: Williams, Roger, Dale, Barrie, Wiele, Ton Van Der, Iwaarden, Jos Van, Bertsch, Boudewijn
Publisher: Taylor & Francis Ltd.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2006
United Kingdom, Management dynamics, Quality Control Management, Customer satisfaction, Company business management

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Subjects list: Netherlands, Management, Quality control
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