Abstract
This paper aims to extend this literature by reporting on a programme of exploratory research which examines the role of mystery shopping in the measurement and management of the service delivery process across a number of service sectors
Original language | English |
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Pages (from-to) | 148-163 |
Number of pages | 16 |
Journal | Services Industries Journal |
Volume | 18 |
Issue number | 3 |
DOIs | |
Publication status | Published - 1998 |
Keywords
- mystery shopping
- service delivery
- measurement of service