The use of mystery shopping in the measurement of service delivery

Research output: Chapter in Book/Report/Conference proceeding › Chapter

61 Citations (Scopus)

Abstract

This chapter looks at the use of mystery shopping in the measurement of service delivery

Original language	English
Title of host publication	Service Industries Marketing
Subtitle of host publication	New Approaches
Editors	Mark Gabbott, Gillian Hogg
Place of Publication	London
Publication status	Published - 1 Aug 1998

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title = "The use of mystery shopping in the measurement of service delivery",

abstract = "This chapter looks at the use of mystery shopping in the measurement of service delivery",

keywords = "mystery shopping, measurement, service delivery",

author = "Alan Wilson",

year = "1998",

month = aug,

day = "1",

language = "English",

isbn = "9780714644394",

editor = "Gabbott, {Mark } and Hogg, {Gillian }",

booktitle = "Service Industries Marketing",

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AB - This chapter looks at the use of mystery shopping in the measurement of service delivery

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KW - service delivery

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BT - Service Industries Marketing

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