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Hesselink, M.

( M. Hesselink)


customer service employee quality satisfaction management mystery mystery shopping company customer satisfaction flex workers shopping research performance system relationship flex company business result worker service quality factor table perception measurement organisation excellence manager sample resource complaint organization marketing resource management score organisational branch journal process training information level netherland change paper rotterdam visit commitment development number guest trust relation participation service excellence question experience report erasmu agency shopfloor category service delivery supervisor customer experiences control analysis margin employee trust value boselie wiele leadership series variable chain payment employment flex companies behaviour




5 Most Recent Publications

Mystery shopping: A tool to develop insight into customer service provision (Research Paper)
Hesselink, M. Iwaarden, J.D. van Wiele, A. van der
2004-10-15
Mystery Shopping: In-depth measurement of customer satisfaction (Research Paper)
Hesselink, M. Wiele, A. van der
2003-03-10
The Importance Of Customer Satisfaction In Organisational Transformation (Research Paper)
Wiele, A. van der Hesselink, M. Boselie, J.P.P.E.F.
2002-07-01
Empirical Evidence for the Relation between Customer Satisfaction and Business Performance (Research Paper)
Wiele, A. van der Boselie, J.P.P.E.F. Hesselink, M.
2001-06-13
Employee Perception on Commitment Oriented Work Systems (Research Paper)
Boselie, J.P.P.E.F. Hesselink, M. Paauwe, J. Wiele, A. van der
2001-01-23
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