TITLE:
System Analysis of Mystery Shopping Data: ISO 9001 for Control of Service Quality
AUTHORS:
E. G. Aminev, Qing Wang
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
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.2 No.9,
August
27,
2014
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.