Abstract

http://ssrn.com/abstract=411653
 
 

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Mystery Shopping: In-Depth Measurement of Customer Satisfaction


Martijn Hesselink


Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE)

Ton Van der Wiele


Erasmus University Rotterdam (EUR) - Department of Economics; Erasmus Research Institute of Management (ERIM)

October 2003 3,

ERIM Report Series Reference No. ERS-2003-020-ORG

Abstract:     
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 shown. After the literature part of the paper some practical research will be presented. A Dutch Flexcompany introduced the instrument Mystery Shopping in addition to the already used measurement methods like customer satisfaction measurement with use of questionnaires. Some of the first results of the Mystery Shopping visits will be presented.

Number of Pages in PDF File: 12

Keywords: customer satisfaction, mystery guest, service quality

JEL Classification: M, M10, L2, M31

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Date posted: March 6, 2008  

Suggested Citation

Hesselink, Martijn and van der Wiele, Ton, Mystery Shopping: In-Depth Measurement of Customer Satisfaction (October 2003 3,). ERIM Report Series Reference No. ERS-2003-020-ORG. Available at SSRN: http://ssrn.com/abstract=411653

Contact Information

Martijn Hesselink
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) ( email )
Burg. Oudlaan 50
Rotterdam, NL 3062 PA
Netherlands
Ton Van der Wiele (Contact Author)
Erasmus University Rotterdam (EUR) - Department of Economics ( email )
P.O. Box 1738
3000 DR Rotterdam
Netherlands
+31 10 408 1354 (Phone)
+31 10 408 9169 (Fax)
Erasmus Research Institute of Management (ERIM)
P.O. Box 1738
3000 DR Rotterdam
Netherlands
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