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Mystery Shopping as a Strategic Management Practice in Multi-Site Service Firms

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  • Block, Sidney
  • Friebel, Guido
  • Heinz, Matthias
  • Zubanov, Nick

Abstract

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Suggested Citation

  • Block, Sidney & Friebel, Guido & Heinz, Matthias & Zubanov, Nick, 2023. "Mystery Shopping as a Strategic Management Practice in Multi-Site Service Firms," VfS Annual Conference 2023 (Regensburg): Growth and the "sociale Frage" 277715, Verein für Socialpolitik / German Economic Association.
    • Handle: RePEc:zbw:vfsc23:277715
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    1. Abhijit Banerjee & Raghabendra Chattopadhyay & Esther Duflo & Daniel Keniston & Nina Singh, 2021. "Improving Police Performance in Rajasthan, India: Experimental Evidence on Incentives, Managerial Autonomy, and Training," American Economic Journal: Economic Policy, American Economic Association, vol. 13(1), pages 36-66, February.
    2. Rajiv Nag & Donald C. Hambrick & Ming‐Jer Chen, 2007. "What is strategic management, really? Inductive derivation of a consensus definition of the field," Strategic Management Journal, Wiley Blackwell, vol. 28(9), pages 935-955, September.
    3. Tomasz Obloj & Metin Sengul, 2020. "What do multiple objectives really mean for performance? Empirical evidence from the French manufacturing sector," Strategic Management Journal, Wiley Blackwell, vol. 41(13), pages 2518-2547, December.
    4. Michael, Steven C., 2000. "The effect of organizational form on quality: the case of franchising," Journal of Economic Behavior & Organization, Elsevier, vol. 43(3), pages 295-318, November.
    5. Kim S. Cameron, 1986. "Effectiveness as Paradox: Consensus and Conflict in Conceptions of Organizational Effectiveness," Management Science, INFORMS, vol. 32(5), pages 539-553, May.
    6. Kidwell, Roland E. & Nygaard, Arne & Silkoset, Ragnhild, 2007. "Antecedents and effects of free riding in the franchisor-franchisee relationship," Journal of Business Venturing, Elsevier, vol. 22(4), pages 522-544, July.
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    JEL classification:

    • M4 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting

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