Mystery shopping : (Record no. 15597)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01966naa a2200229uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 6041712321721 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211161031.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 060417s2006 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | WIELE, Ton Van der |
| 9 (RLIN) | 24604 |
| 245 10 - TITLE STATEMENT | |
| Title | Mystery shopping : |
| Remainder of title | A tool to develop insight into customer service provision |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | June 2005 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | 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 in customer experiences, as the only way to create competitive advantage in the market. Organizational change should then be driven by a broader focus on customers' expectations and multiple ways of measuring customers' satisfaction. The case of a service company in The Netherlands (a temporary employment agency) 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. Customer satisfaction data based on surveys are needed; however, they will not be sufficient for continuing the change process over time. To achieve that, other measurements, such as mystery shopping, may give more stimuli to change. Therefore, this research argues that mystery shopping can be a useful instrument in addition to the more often-used survey methods. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Excelência no Atendimento |
| 9 (RLIN) | 24605 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Cliente |
| 9 (RLIN) | 12074 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | HESSELINK, Martin |
| 9 (RLIN) | 24606 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | IWAARDEN, Jos Van |
| 9 (RLIN) | 24607 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 16, 4, p. 529 - 541 |
| Place, publisher, and date of publication | UK : Routledge, June 2005 |
| International Standard Serial Number | ISSN 1478-3363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20060417 |
| Operator's initials, OID (RLIN) | 1232^b |
| Cataloger's initials, CIN (RLIN) | Natália |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20130910 |
| Operator's initials, OID (RLIN) | 1021^b |
| Cataloger's initials, CIN (RLIN) | karina |
No items available.
