Mystery shopping programmes and human resource management
Mystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a sequence of related steps closely linked to human resource management and employee involvement. The process begins with setting the objectives of the programme and ends with rewarding behaviour and implementing change. Employee participation is seen as paramount to the success of the programme in all stages of its development. This involvement avoids shoppers being seen as spies by employees. Employees need to know what points they will be evaluated on and the expected company standards of performance. The results of shopping programmes should be used to provide diagnostic information on service delivery rather than as performance appraisals of individual employees.
Adapting faculty personnel policies
Adapting faculty personnel policies through creation or revision of a faculty handbook may respond constructively to change or, more important, may serve as a catalyst for change that extends to programs, administrative organization, and even the campus culture.
CAUSES OF FLUCTUATIONS IN R&D EXPENDITURES A QUANTITATIVE ANALYSIS
Introduction 124 The stylised facts of R&D in OECD economies 124 The determinants of business R&D expenditures 127 Modelling R&D expenditures 130 Conclusion 135 Bibliography 137 Annex: The model 138