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