Jos van Iwaarden

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738

Room H15-28

3000 DR Rotterdam

Netherlands

SCHOLARLY PAPERS

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Scholarly Papers (2)

1.

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 911 (33,103)

Abstract:

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service excellence, customer satisfaction, mystery shopping, mystery guest

2.

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 376 (101,750)

Abstract:

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