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 (https://doi.org/10.1080/02642069800000037)

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 ORCID: https://orcid.org/0000-0002-5491-1876

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• Item metadata

  Item type:	Article
  ID code:	45595
  Dates:	Date Event 1998 Published
  Keywords:	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:	13 Aug 2021 03:07
  URI:	https://strathprints.strath.ac.uk/id/eprint/45595