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Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
Mistery Shopping Grimm Museum Example
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Mistery Shopping Grimm Museum Example

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  • 1. 21th November 2008 – Kassel Former EMBS students Mistery Shopping
  • 2. WHAT?? Bruder Grimm-Museum in Kassel. REASON We wanted to do something interesting and entertaining related to the city of Kassel. Choice: We chose this museum for his worldwide recognition, the Grimm brothers being internationally famous. Evaluation: We wanted before all to evaluate the quality of their personnel and the fun and entertainment this museum could give us. Our expectations before starting: We didn’t know low expectations, some books, the service illustrations, concept!!!! fairy tales. A comfortable museum and a place to relax. Ronan Chardonneau 21/11/2008 2 Rosa Paola Picariello
  • 3. THE INSTRUMENT 1/3  4 parts corresponding to the 4 steps of a visit.  Different weights that correspond on the impact on the overall quality of the service; Two different scales for two different types of questions: I totally agree I agree Indifferent I disagree Totally disagree 4 PT 3 PT 2 PT 1 PT 0 PT Ronan Chardonneau 21/11/2008 3 Rosa Paola Picariello
  • 4. THE INSTRUMENT 2/3 Ronan Chardonneau 21/11/2008 4 Rosa Paola Picariello
  • 5. THE INSTRUMENT 3/3 Final score: 72% Ronan Chardonneau 21/11/2008 5 Rosa Paola Picariello
  • 6. TANGIBLES PROCESS CORE AUGUMENTED Ronan Chardonneau 21/11/2008 6 Rosa Paola Picariello
  • 7. RESULTS Staff: high moral and empathetic; 45% Settings and Atmosphere: very good; Exhibits: interesting and well exposed but lack in explanation; Very good core but no additional 50% services. 60% Problem: no access for disable… 82,8% Our Expectation have been in part confirmed: there was not a real focus on the stories. Ronan Chardonneau 21/11/2008 7 Rosa Paola Picariello
  • 8. RECOMMENDATIONS Ronan Chardonneau 21/11/2008 8 Rosa Paola Picariello
  • 9. THANK YOU FOR YOUR ATTENTION Ronan Chardonneau 21/11/2008 9 Rosa Paola Picariello

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