This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be...

This paper examines the first annual report on the implementation of Madagascar’s Poverty Reduction Strategy Paper (PRSP). The report reviews the status of achievements on policy measures, action plans, as well as reforms concerning the Initiative for the Heavily Indebted Poor Countries...

In this paper we investigate the mediating role of psychosocial benefits in the customer satisfaction/dissatisfaction formation process. Most research on this subject deals with the causality direction of psychosocial benefits and satisfaction, sometimes preceded by an overall functional benefit...

The Management system related to service providing organizations from developed countries contains a series of components to be approached: the service market, service provision, organization’s image, culture and philosophy of the organization to provide the service. Within a market economy,...

Purpose – The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions. Design/methodology/approach – A...

Provide a background to the management, the strategies and the issues facing a charter airline. Explains how information technology (IT) has helped British Caledonian Airways to be successful since it was formed by the merger of the charter operations of British Airways and British Caledonian in...

Purpose The purpose of this study is to propose a framework for the evaluation of the perceived value internal audit functions add to their organisations. The framework is based on service quality measurement principles, specifically SERVPERF, which is applied to internal auditing....

Reports on a programme of research undertaken to understand the manner in which leading service organisations develop, use and integrate measures of their outlets’ activities and performance. In particular, looks at the extent to which academic guidelines for adding value to performance...

A firm’s success in the marketplace is not confirmed by attaining the goal of market leadership, but in sustaining that leadership through the consistent delivery of superior quality service. This research examines three groups of strategies (service quality control practices, service...

Steeped in tradition, the New Zealand Law Society began removing restrictions on marketing law firms about 12 years ago, with virtually all restrictions dismantled by 1994. As a result, legal firms are now free to use a variety of marketing tools, although some are more diligent and inventive...