Mystery shopping : in-depth measurement of customer satisfaction

Martijn Hesselink, Ton van der Wiele

Year of publication:	Mar. 2003 ; [Elektronische Ressource]
Other Persons:	Hesselink, Martijn Willem (contributor) ; Wiele, Ton van der (contributor)
Institutions:	Erasmus Research Institute of Management (contributor)
Publisher:	Rotterdam : ERIM
Subject:	Kundenzufriedenheit \| Customer satisfaction \| Messung \| Measurement \| Dienstleistungsqualität \| Service quality \| Konsumentenverhalten \| Consumer behaviour

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