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Mystery Shopping: In-depth measurement of customer satisfaction

Author

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  • Hesselink, M.
  • van der Wiele, A.

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.

Suggested Citation

  • Hesselink, M. & van der Wiele, A., 2003. "Mystery Shopping: In-depth measurement of customer satisfaction," ERIM Report Series Research in Management ERS-2003-020-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.
    • Handle: RePEc:ems:eureri:281
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    File URL: https://repub.eur.nl/pub/281/erimrs20030310112551.pdf
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    References listed on IDEAS

    as
    1. 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.
    2. van der Wiele, A. & Hesselink, M. & Boselie, J.P.P.E.F., 2002. "The Importance Of Customer Satisfaction In Organisational Transformation," ERIM Report Series Research in Management ERS-2002-60-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.
    3. Hendrikse, G.W.J., 2003. "Governance of Chains and Networks: A Research Agenda," ERIM Report Series Research in Management ERS-2003-018-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.
    4. Hendrikse, G.W.J. & Veerman, C.P., 2003. "On The Future of Co-operatives," ERIM Report Series Research in Management ERS-2003-007-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.
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    Citations

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    Cited by:

    1. Wioletta WEREDA & Monika GRZYBOWSKA, 2014. "Tajemniczy klient a obsługa klienta w nowoczesnej organizacji," Nowoczesne Systemy Zarządzania. Modern Management Systems, Military University of Technology, Faculty of Security, Logistics and Management, Institute of Organization and Management, issue 1, pages 189-196.
    2. Ulf Schrader, 2006. "Ignorant advice – customer advisory service for ethical investment funds," Business Strategy and the Environment, Wiley Blackwell, vol. 15(3), pages 200-214, May.
    3. Hendrikse, G.W.J., 2003. "Governance of Chains and Networks: A Research Agenda," ERIM Report Series Research in Management ERS-2003-018-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.

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    More about this item

    Keywords

    customer satisfaction; mystery guest; service quality;
    All these keywords.

    JEL classification:

    • L2 - Industrial Organization - - Firm Objectives, Organization, and Behavior
    • M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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