Search for dissertations about: "Mystery Shopping"

Found 1 swedish dissertation containing the words Mystery Shopping.

  1. 1. The Role of Service Guarantees in Managing Services

    Author : Sara Björlin Lidén; Karlstads universitet.; [2004]
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service Guarantee; Service Recovery; Service Development; Service Management; Mystery Shopping; Focus Group Interview; Public Transport; SOCIAL SCIENCES Business and economics Business studies; SAMHÄLLSVETENSKAP Ekonomi Företagsekonomi; Business Administration; Företagsekonomi;

    Abstract : Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. READ MORE