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 |
|---|---|
| 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