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On the Use of Mystery Shopping to Measure Competences

Author

Listed:
  • András Durugy

    (Szent István University, Hungary)

  • Péter Kollár

    (Szent István University, Hungary)

Abstract

Mystery shopping as a monitoring tool can be used for the measurement of the quality of personal sales and client service. The aim of this paper is to outline some methods and possibilities of mystery shopping conducted in respect to competence measurement. The theoretical background is supported also by an empirical survey in which 399 “shopping” acts were conducted. To measure competences we have selected 14 variables, which can be observed and evaluated in the process of mystery shopping. The objective of the study is to analyse internal structure of the related variables. To explore that, principal component (PCA) and Cronbach alpha analysis were utilized.

Suggested Citation

  • András Durugy & Péter Kollár, 2017. "On the Use of Mystery Shopping to Measure Competences," Journal of Human Resource Management, Comenius University in Bratislava, Faculty of Management, vol. 20(1), pages 81-88.
    • Handle: RePEc:cub:journl:v:20:y:2017:i:1:p:81-88
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    More about this item

    Keywords

    competency; measurement; observation; mystery shopping;
    All these keywords.

    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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