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

Creators(s): Wilson, Alan ORCID logoORCID: https://orcid.org/0000-0002-5491-1876;
Item type:Article
ID code:45595
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:05 Aug 2020 04:10
URI:https://strathprints.strath.ac.uk/id/eprint/45595
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