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A new toolkit to a new quality approach

Date of publication: September 1, 1996

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics

Company:

Authors: Eric Sondervan, Felix Malten, Anthony Van Zonneveld

Abstract:

This paper will focus on the research aspects. Programmatic organization development as a method will only be dealt with briefly. Measurement by using the Mystery Shopping principle to its utter limits - for the front office - and retrospective self reporting - for the back office - will be described and some results will be presented. Also pitfalls and aspects where research might be improved will be discussed.

Eric Sondervan

Author

This is a long description of some author details.

Felix Malten

Author

This is a long description of some author details.

Anthony Van Zonneveld

Author

This is a long description of some author details.

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Sondervan, Malten and Van Zonneveld (1996a, September 01). A new toolkit to a new quality approach . ANA - ESOMAR. Retrieved May 13, 2025, from


https://ana.esomar.org/documents/a-whole-new-world-8055