Ton van der Wiele

Erasmus University Rotterdam (EUR) - Department of Economics

Associate Professor

P.O. Box 1738

3000 DR Rotterdam

Netherlands

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738

3000 DR Rotterdam

Netherlands

SCHOLARLY PAPERS

7

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CITATIONS
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7

Scholarly Papers (7)

1.

Mystery Shopping: In-Depth Measurement of Customer Satisfaction

ERIM Report Series Reference No. ERS-2003-020-ORG
Number of pages: 12 Posted: 06 Mar 2008
Martijn Hesselink and Ton van der Wiele
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) and Erasmus University Rotterdam (EUR) - Department of Economics
Downloads 2,027 (5,286)
Citation 1

Abstract:

customer satisfaction, mystery guest, service quality

2.

Empirical Evidence for the Relation between Customer Satisfaction and Business Performance

ERIM Report Series Reference No. ERS-2001-32-ORG
Number of pages: 23 Posted: 06 Mar 2008
Paul Boselie, Martijn Hesselink and Ton van der Wiele
Tilburg University - Faculty of Social and Behavioural Sciences, Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) and Erasmus University Rotterdam (EUR) - Department of Economics
Downloads 1,817 (5,621)
Citation 1

Abstract:

customer satisfaction, customer behaviour, business performance improvement

3.

Employee Perception on Commitment Oriented Work Systems

ERIM Report Series Reference No. ERS-2001-02-ORG
Number of pages: 32 Posted: 06 Mar 2008
Paul Boselie, Martijn Hesselink, Jaap Paauwe and Ton van der Wiele
Tilburg University - Faculty of Social and Behavioural Sciences, Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) and Erasmus University Rotterdam (EUR) - Department of Economics
Downloads 930 (17,047)
Citation 3

Abstract:

human resource management, performance, commitment (versus control) systems, employee trust, perceived job security

4.

The Importance of Customer Satisfaction in Organisational Transformation

ERIM Report Series Reference No. ERS-2002-60-ORG
Number of pages: 25 Posted: 06 Mar 2008
Martijn Hesselink, Ton van der Wiele and Paul Boselie
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), Erasmus University Rotterdam (EUR) - Department of Economics and Tilburg University - Faculty of Social and Behavioural Sciences
Downloads 855 (21,238)
Citation 2

Abstract:

leadership, customer satisfaction, organisational change, temporary employment agencies

5.

Mystery Shopping: A Tool to Develop Insight into Customer Service Provision

ERIM Report Series Reference No. ERS-2004-082-ORG
Number of pages: 30 Posted: 06 Mar 2008
Martijn Hesselink, Jos van Iwaarden and Ton van der Wiele
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE), Erasmus Research Institute of Management (ERIM) and Erasmus University Rotterdam (EUR) - Department of Economics
Downloads 774 (22,241)

Abstract:

service excellence, customer satisfaction, mystery shopping, mystery guest

6.

High Performance Work Systems

ERIM Report Series Reference No. ERS-2002-44-ORG
Number of pages: 34 Posted: 26 Feb 2008
Paul Boselie and Ton van der Wiele
Tilburg University - Faculty of Social and Behavioural Sciences and Erasmus University Rotterdam (EUR) - Department of Economics
Downloads 662 (26,734)

Abstract:

human resource management (HRM), total quality management (TQM), high performance work systems (HPWS), employee morale, employee satisfaction

7.

A Study on the Applicability of Servqual Dimensions of Web Sites

ERIM Report Series Reference No. ERS-2002-61-ORG
Number of pages: 29 Posted: 26 Feb 2008
Jos van Iwaarden and Ton van der Wiele
Erasmus Research Institute of Management (ERIM) and Erasmus University Rotterdam (EUR) - Department of Economics
Downloads 286 (79,672)

Abstract:

E-Business; Web Quality Factors; Survey Research; SERVQUAL, customer satisfaction, organisational change, temporary employment agencies