Mystery Shopping: In-Depth Measurement of Customer Satisfaction
12 Pages Posted: 6 Mar 2008
Date Written: October 2003 3,
Abstract
This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be shown. After the literature part of the paper some practical research will be presented. A Dutch Flexcompany introduced the instrument Mystery Shopping in addition to the already used measurement methods like customer satisfaction measurement with use of questionnaires. Some of the first results of the Mystery Shopping visits will be presented.
Keywords: customer satisfaction, mystery guest, service quality
JEL Classification: M, M10, L2, M31
Suggested Citation: Suggested Citation
Do you have negative results from your research you’d like to share?
Recommended Papers
-
Employee Perception on Commitment Oriented Work Systems
By Paul Boselie, Martijn Hesselink, ...
-
The Importance of Customer Satisfaction in Organisational Transformation
By Martijn Hesselink, Ton Van Der Wiele, ...
-
Mystery Shopping: A Tool to Develop Insight into Customer Service Provision
By Martijn Hesselink, Jos Van Iwaarden, ...