The use of mystery shopping in the measurement of service delivery

Research output: Chapter in Book/Report/Conference proceedingChapter

54 Citations (Scopus)

Abstract

This chapter looks at the use of mystery shopping in the measurement of service delivery
LanguageEnglish
Title of host publicationService Industries Marketing
Subtitle of host publicationNew Approaches
EditorsMark Gabbott, Gillian Hogg
Place of PublicationLondon
Publication statusPublished - 1 Aug 1998

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Shopping
Service delivery

Keywords

  • mystery shopping
  • measurement
  • service delivery

Cite this

Wilson, A. (1998). The use of mystery shopping in the measurement of service delivery. In M. Gabbott, & G. Hogg (Eds.), Service Industries Marketing: New Approaches London.
Wilson, Alan. / The use of mystery shopping in the measurement of service delivery. Service Industries Marketing: New Approaches. editor / Mark Gabbott ; Gillian Hogg. London, 1998.
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Wilson, A 1998, The use of mystery shopping in the measurement of service delivery. in M Gabbott & G Hogg (eds), Service Industries Marketing: New Approaches. London.

The use of mystery shopping in the measurement of service delivery. / Wilson, Alan.

Service Industries Marketing: New Approaches. ed. / Mark Gabbott; Gillian Hogg. London, 1998.

Research output: Chapter in Book/Report/Conference proceedingChapter

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Wilson A. The use of mystery shopping in the measurement of service delivery. In Gabbott M, Hogg G, editors, Service Industries Marketing: New Approaches. London. 1998