P.O. Box 1738
3000 DR Rotterdam
Erasmus University Rotterdam (EUR) - Department of Economics
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customer satisfaction, mystery guest, service quality
customer satisfaction, customer behaviour, business performance improvement
human resource management, performance, commitment (versus control) systems, employee trust, perceived job security
leadership, customer satisfaction, organisational change, temporary employment agencies
service excellence, customer satisfaction, mystery shopping, mystery guest
human resource management (HRM), total quality management (TQM), high performance work systems (HPWS), employee morale, employee satisfaction
E-Business; Web Quality Factors; Survey Research; SERVQUAL, customer satisfaction, organisational change, temporary employment agencies
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