The use of mystery shopping in the measurement of service delivery

Research output: Chapter in Book/Report/Conference proceedingChapter

58 Citations (Scopus)

Abstract

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

Keywords

  • mystery shopping
  • measurement
  • service delivery

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  • 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