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.
Mystery Shopping: In-depth measurement of customer satisfaction
textabstractThis 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 shown. After the literature part of the
paper some practical research will be presented. A Dutch Flexcompany
introduced the instrument Mystery Shopping in addition to the already
used measurement methods like customer satisfaction measurement with
use of questionnaires. Some of the first results of the Mystery
Shopping visits will be presented.
Perceived job importance and job performance satisfaction of selected clinical nutrition management responsibilities.
A nationwide survey of clinical nutrition managers was conducted to assess perceived importance of selected job responsibilities and perceived performance satisfaction of those job responsibilities. A questionnaire was developed to achieve the study objectives, validated by an expert panel, and pilot-tested prior to data collection. All members of the American Dietetic Association's Clinical Nutrition Management dietetic practice group (N=1,668) were asked to rate the importance of selected job responsibilities and their satisfaction with those responsibilities using Likert-type scales with descriptions. Results revealed that clinical nutrition managers perceived all job responsibilities listed in the questionnaire to be important (ie, the mean score of each responsibility was >3.0 of a 4.0 scale). Respondents rated regulatory-related job responsibilities as most important and were most satisfied with their performance of these responsibilities. Following regulatory-related responsibilities, clinical nutrition managers perceived patient satisfaction and staff retention to be more important than other responsibilities. In general, clinical nutrition managers were more satisfied with their job performance for job responsibilities that they ranked as more important.