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.
Author: Diana Brown
September 1, 1993
- This could also be of interest