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The Use of Mystery Shopping in the Measurement of Service Delivery

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  • Alan M. Wilson

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Suggested Citation

  • 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.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:148-163
    DOI: 10.1080/02642069800000037
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    Cited by:

    1. Lai-Yu Cheng & Chih-Wei Yang, 2013. "Conceptual analysis and implementation of an integrated CRM system for service providers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 307-328, June.
    2. 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.
    3. Blessing, Gerald & Natter, Martin, 2019. "Do Mystery Shoppers Really Predict Customer Satisfaction and Sales Performance?," Journal of Retailing, Elsevier, vol. 95(3), pages 47-62.
    4. Estebania Teyeliz Martínez-Jiménez & Julie Le Gallo & Enrique Pérez-Campuzano & Alonso Aguilar Ibarra, 2022. "The effects of land price in the peri-urban fringe of Mexico City: Environmental amenities for informal land parcel purchasers," Urban Studies, Urban Studies Journal Limited, vol. 59(1), pages 222-241, January.
    5. Francesca Checchinato & Lala Hu & Tiziano Vescovi, 2013. "The communication of foreign products in China through the store: an empirical analysis," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 41-57, December.
    6. 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.
    7. Block, Sidney T. & Friebel, Guido & Heinz, Matthias & Zubanov, Nick, 2022. "Mystery Shopping as a Strategic Management Practice in Multi-Site Firms," IZA Discussion Papers 15599, Institute of Labor Economics (IZA).
    8. Murto, Pekka & Jalas, Mikko & Juntunen, Jouni & Hyysalo, Sampsa, 2019. "The difficult process of adopting a comprehensive energy retrofit in housing companies: Barriers posed by nascent markets and complicated calculability," Energy Policy, Elsevier, vol. 132(C), pages 955-964.
    9. 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.
    10. Julián Chaparro-Peláez & Emiliano Acquila-Natale & Ángel Hernández-García & Santiago Iglesias-Pradas, 2020. "The Digital Transformation of the Retail Electricity Market in Spain," Energies, MDPI, vol. 13(8), pages 1-18, April.
    11. Murto, P. & Jalas, M. & Juntunen, J. & Hyysalo, S., 2019. "Devices and strategies: An analysis of managing complexity in energy retrofit projects," Renewable and Sustainable Energy Reviews, Elsevier, vol. 114(C), pages 1-1.
    12. 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.

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