Martijn Hesselink

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

Burg. Oudlaan 50

Rotterdam, NL 3062 PA

Netherlands

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

SCHOLARLY PAPERS

5

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Top 12,220

in Total Papers Downloads

8,319

TOTAL CITATIONS

3

Scholarly Papers (5)

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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 2,998 (9,163)

Abstract:

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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 2,072 (16,499)
Citation 3

Abstract:

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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 1,205 (37,521)

Abstract:

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

4.

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 1,060 (45,208)

Abstract:

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service excellence, customer satisfaction, mystery shopping, mystery guest

5.

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 984 (50,233)

Abstract:

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leadership, customer satisfaction, organisational change, temporary employment agencies