{"title":"The use of mystery shopping in the measurement of service delivery","authors":"Alan I. Wilson","doi":"10.1080/02642069800000037","DOIUrl":null,"url":null,"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","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"148-163"},"PeriodicalIF":7.4000,"publicationDate":"1998-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000037","citationCount":"118","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Service Industries Journal","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/02642069800000037","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 118
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
期刊介绍：
The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights.
We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.
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