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.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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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.
Publication Name: Journal of General Management
Subject: Business, general
ISSN: 0306-3070
Year: 2000
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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.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2006
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