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Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members’ Feedback

Author

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  • Rachel J. C. Chen

    (Center for Sustainable Business and Development, The University of Tennessee, 311 Conference Center Building, Knoxville, TN 37996-4134, USA)

  • Clayton W. Barrows

    (Department of Hospitality Management, Peter T. Paul College of Business and Economics, University of New Hampshire, 10 Garrison Ave., Durham, NH 03824, USA)

Abstract

Mystery shopping has been used to objectively measure whether employees follow the visions of a company’s quality service standards. It then creates a feedback loop that allows companies to train their employees to consistently deliver quality services. The main purposes of this project are aimed at examining (1) the overall benefits of mystery shopper projects in the hospitality business through literature reviews; and (2) the importance of how a company can work with an outside agency (consultant, academic institution, etc. ) to develop a mystery shopping program that can enhance and complement ongoing service quality programs. A casual steakhouse restaurant in the Eastern U.S. was selected as our pilot project. The basic concept of using secret shoppers is to have individuals experience real-time and onsite quality of services and record how the mystery shoppers felt about the quality of services and if the employees met or exceeded the company’s standards. For this reason, the authors believe that mystery shopping, especially in hospitality, is an important means of developing and maintaining a sustainable business. While the sustainability of a business is largely dependent upon “people, profits and planet” in the hospitality industry, it is also dependent upon meeting service standards and developing a feedback loop. Mystery shopping programs have demonstrated their ability to contribute to organizations in this regard.

Suggested Citation

  • Rachel J. C. Chen & Clayton W. Barrows, 2015. "Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members’ Feedback," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    • Handle: RePEc:gam:jsusta:v:7:y:2015:i:9:p:12279-12294:d:55381
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    References listed on IDEAS

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    1. Hesselink, M. & van Iwaarden, J.D. & van der Wiele, A., 2004. "Mystery shopping: A tool to develop insight into customer service provision," ERIM Report Series Research in Management ERS-2004-082-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    2. Alan M. Wilson, 1998. "The Use of Mystery Shopping in the Measurement of Service Delivery," The Service Industries Journal, Taylor & Francis Journals, vol. 18(3), pages 148-163, July.
    3. Cristian Valentin HAPENCIUC & Pavel STANCIU & Mihai COSTEA, 2014. "Integration Of The Sap Concept In The Employee Assessment Of Travel Agencies In Suceava County Through Mystery Shopping Type Methods," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 17(17), pages 22-29, June.
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    Cited by:

    1. Eger, Ludvík & MiÄ Ã­k, Michal, 2017. "Customer-oriented communication in retail and Net Promoter Score," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 142-149.

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