The use of mystery shopping in the measurement of service delivery
Wilson, Alan (1998) The use of mystery shopping in the measurement of service delivery. Services Industries Journal, 18 (3). pp. 148-163. ISSN 0264-2069
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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
ORCID iDs
Wilson, Alan
Item type: Article ID code: 45595 Dates: DateEvent1998PublishedKeywords: mystery shopping, service delivery, measurement of service, Marketing. Distribution of products, Marketing Subjects: Social Sciences > Commerce > Marketing. Distribution of products Department: Strathclyde Business School > Marketing Depositing user: Pure Administrator Date deposited: 04 Nov 2013 14:28 Last modified: 05 Mar 2021 04:50 URI: https://strathprints.strath.ac.uk/id/eprint/45595
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