"Mystery shopper" Essays and Research Papers

A Critical analysis of the relationship between organisational culture‚ employee motivation ‚* employee performance and service quality* using the following* Case studies*; Mitchell and Brothers‚ Marston’s PLC‚ *Banana Wharf* and* Best Western* Group. This may seem a far way from your everyday business or organisation closer to home‚ but surprisingly the variations between places and countries are very similar to that of organisations. Every business has their own specific way of doing things

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Case study: McDonald’s Restaurants: aligning reward strategy to business objectives through employee engagement Overview and background Tis case study shows how a company with a strong culture of measure-ment has built its own methodology and produced evidence to demonstrate how rewards can enhance employee engagement and thereby business performance. Growing out from their frst outlet in California in 1948‚ McDonald’s now have over 31‚000 restaurants in 118 countries. Tey frst

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MC DONALDS RESTAURANT LIMITED Mc Donald’s is the leading global foodservice retailer with more than 30000 local restaurants serving nearly 50 million people on more than 119 countries each day. It serves the world some of its favourite foods- big mac‚ quarter pounder‚ and chicken mc nuggets. The first mc Donald’s restaurant opened by ray kroc was the des plaines restaurant at Illinois‚ USA in 1955. Mc Donald’s has one agenda-providing 100% customer satisfaction and seeks to achieve it by Q‚ S‚ C

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Taiwan etc. | Customer | Keep up to date on customer needs so toserve them betterImproving its branding image in consumers’mindsProviding high quality of customer service | Customer surveysInternal and external marketinganalysisMystery shopper ratingLoyalty programs | Internal businessperspective | To become the market leader in thehypermarket industryTo ensure dealer and distributor profitabilityMaintain good terms with suppliers toincrease valueExtensive expansion into

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or she asks the customer if they would like to take a short survey about their satisfaction level. This information will then be compiled to identify weak areas and prioritize tasks (Timm‚ 2011). We will also be implementing the services of mystery shoppers to make sure the customer service representative are on their feet and provide an objective evaluation of their customer service experience. This is how we will identify what the competition is doing that we aren’t that is causing these customers

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MSc International Hospitality Management RESTAURANTS CONTEXTULALISING HOSPITALITY AND TOURISM LECTURER: - DR. HADYN INGRAM SUBMITTED BY:- HASSAN ALI KHAN L0267KRKR1012 TABLE OF CONTENTS S.NO. CONTENTS PAGES 1.0 Introduction 03 2.0 Literature Review 04 2.1 The CHAMPS model 05 2.2 The RATER model 07 3.0 Analysis and Research findings 08 4.0 Weaknesses

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Study Guide Chapter 2 Contributing to the Service Culture service culture | A service environment made up of various factors‚ including the values‚ beliefs‚ norms‚ rituals and practices of a group or organization. | | mission | The direction or focus of an organization that supports day-to-day interactions with customers. | service philosophy | The approach that an organization takes to providing service and addressing the needs of customers. | employee roles | Task assignments

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2. Analysis of customer needs‚ attitudes and trends in purchasing behaviour II. External Audit 1. Social-Cultural 2. Economic 3. Technology 4. Tourism III. Recruitment ways & criteria IV. Current training program V. Mystery shoppers VI. SWOT analysis VII. Stores visits observations C. Identify sales training needs D. Develop sales training program • Establishing specific objectives for the training program • Setting budget for a program • Making of program

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also monitor their competitors’ performance. Customer satisfaction must be a goal and a marketing tool of the company. There are also measurement techniques to monitor customer satisfaction. It is through periodic surveys‚ customer loss rate‚ mystery shopper or ghost shopping and competitors’ performance. Customer Satisfaction will also depend on quality. Quality is the totality of features and characteristics of products or services that satisfy stated or implied needs. Product

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Most of the inspiration for the books is drawn from Julia Kent’s vast experience as a mystery shopper. Over the course of thirteen years‚ she has written short books and numerous articles on her mystery shopping experiences. The experience was a great one as they provided the foundation for the hilarious narratives of her heroines that meet men in places such as toilets‚ the office‚ in high school

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