The use of mystery shopping in the measurement of service delivery

Research output: Contribution to journalArticlepeer-review

60 Citations (Scopus)

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 languageEnglish
Pages (from-to)148-163
Number of pages16
JournalServices Industries Journal
Volume18
Issue number3
DOIs
Publication statusPublished - 1998

Keywords

  • mystery shopping
  • service delivery
  • measurement of service

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