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System Analysis of Mystery Shopping Data: ISO 9001 for Control of Service Quality

DOI: 10.4236/jss.2014.29023, PP. 133-138

Keywords: ISO 9001, Service Quality Management, Mystery Shopping, Mystery Customer, Customer Loyalty, Petroleum Product, Filling Stations, Trade Network, Oil Station Attendant, Personnel, Stuff, Human Capital, Human Resource Management, Swat-Analysis, Regulation, Corporate Trainer, Statistics, Regression Analysis, Refusing Theory, Zipf-Mandelbrot’s Model, Gompertz-Makeham’s Law of Mortality, Fast Integer Linear Programming, Incorrect Questions, Attainment Estimation, Training Design, Behavioral Training, Cleanness and Tidiness Instinct, Weak Link, Sales Training

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Abstract:

The dynamics of service staff in advertences in the filling stations network of one of the largest Russian oil company was investigated. Errors of personnel were revealed from mystery shopping questionnaires and it was proved that the distribution of mistakes can be described by refusing theory. Zipf-Mandelbrot’s model of the statistical structure of languages and, likewise, Gompertz- Makeham’s law of human mortality, are not allowed for approximation. Customer loyalty can be effectively predicted by methods of fast integer linear programming. Relevance factors allow one to authentically judge which components of social behaviour of the personnel have the greatest influence on the benevolence of clients to a company. The personnel are given concrete technologies of training design, statistical methods of detection of incorrect questions and algorithms of estimation of mystery consumer attainment. It is proposed to amend the recommendations of statistical methods to supplement the standard “quality management System” ISO 9001:2008 in the parts concerning with such subjects as personnel, education, training and the modeling of service quality.

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