12 Pages Posted: 6 Mar 2008
Date Written: October 2003 3,
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
Hesselink, Martijn and van der Wiele, Ton, Mystery Shopping: In-Depth Measurement of Customer Satisfaction (October 2003 3,). ERIM Report Series Reference No. ERS-2003-020-ORG. Available at SSRN: https://ssrn.com/abstract=411653