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Sebova, Lubica, Radka Marcekova, and Radim Dusek. "Mystery Shopping a Tool for Sales Processes Evaluation in the Hospitality Facilities." Littera Scripta 13, no. 2 (February 23, 2021): 82–94. http://dx.doi.org/10.36708/littera_scripta2020/2/8.
Mystery shopping can be characterized as a marketing method used for anonymous and objective evaluation of the quality of provided services. The method helps the owner of the company, where the mystery shopping is applied, to gain better images of processes in the company, information about employee behavior towards customers, quality of provided services, environment, atmosphere, etc. It is realized by mystery shoppers who give the owner the information about used services gained by secret purchases. The aim of the paper is to examine the use of the mystery shopping method as a tool for evaluating the sales process in hospitality facilities. We research the use of mystery shopping from two points of view. On one hand, based on the structured interviews with managers of mystery shopping agencies and, on the other hand, based on structured interviews with managers of hospitality facilities that use mystery shopping method. All researched companies agreed on the statement that mystery shopping is very good primary impulse for changes in the company but ction devoted work of the management and all its employees is necessary.
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Nishikoori, Hiroshi, Takeshi Takenaka, Shohei Kawasaki, and Hiroki Takahashi. "Mystery Shopping Considering Lifestyle Heterogeneity." International Journal of Services and Operations Management 1, no. 1 (2021): 1. http://dx.doi.org/10.1504/ijsom.2021.10044575.
Manivannan, Anand Shankar Raja. "The Mediating Effect of Work-Life Balance between Motivation and Job Satisfaction and Its Impact on Emotional Intelligence of Mystery Shopping Professionals." SEISENSE Journal of Management 2, no. 4 (June 1, 2019): 14–34. http://dx.doi.org/10.33215/sjom.v2i4.160.
Purpose- Enhancing job satisfaction through motivation and Work-Life Balance (WLB) and checking the overall impact on Emotional Intelligence of mystery shopping professionals is the aim of this research. The work depends on factors such as sudden demand, high workload, on-time submission of assignments, a new area for exploration and fluctuation in pay scale.
Design- The data were collected from mystery shopping professionals through social media platform using a questionnaire link (N=338). The sampling technique employed in this study was a convenient sampling technique. CFA (Confirmatory Factor Analysis) using AMOS software was performed. The questionnaire instrument SSREI, GJSS, WEIMS and (Tasdelen’s WLB) were adopted for this study.
Findings- The study revealed that motivation has a positive impact on Work-life balance and intern enhances the job satisfaction of mystery shoppers. However, the overall impact on EI is negative. The Goodness of Fit Index such as (AGFI, NFI, TLI, CFI, RMSEA, RMR, and AVE) indicates a good fit of the Structural Equation Model.
Originality/Value: The study reflected on the four essential concepts, which has evolved in the domain of HRM and OB for many years. In the context of mystery-shopping professional, it has been used and the recommendations will help the market research agencies and the mystery shoppers. Exploring Work-Life Balance (WLB) as a mediating variable between motivation and Job satisfaction and the overall impact on EI of mystery shopping professionals is a new insight.
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Collins, Jack Charles, Carl Richard Schneider, Clare Louise Naughtin, Frances Wilson, Abilio Cesar de Almeida Neto, and Rebekah Jane Moles. "Mystery shopping and coaching as a form of audit and feedback to improve community pharmacy management of non-prescription medicine requests: an intervention study." BMJ Open 7, no. 12 (December 2017): e019462. http://dx.doi.org/10.1136/bmjopen-2017-019462.
ObjectivesTo determine whether repeated mystery shopping visits with feedback improve pharmacy performance over nine visits and to determine what factors predict an appropriate outcome.DesignProspective, parallel, repeated intervention, repeated measures mystery shopping (pseudopatient) design.SettingThirty-six community pharmacies in metropolitan Sydney, Australia in March–October 2015.ParticipantsSixty-one University of Sydney pharmacy undergraduates acted as mystery shoppers. Students enrolled in their third year of Bachelor of Pharmacy in 2015 were eligible to participate. Any community pharmacy in the Sydney metropolitan region was eligible to take part and was selected through convenience sampling.InterventionRepeated mystery shopping with immediate feedback and coaching.Outcome measuresOutcome for each given scenario (appropriate or not) and questioning scores for each interaction.ResultsFive hundred and twenty-one visits were analysed, of which 54% resulted in an appropriate outcome. Questioning scores and the proportion of interactions resulting in an appropriate outcome significantly improved over time (P<0.001). Involvement of pharmacists, visit number, increased questioning score and the prescribed scenario were predictors of an appropriate outcome (P=0.008, P=0.022, P<0.001 and P<0.001, respectively). Interactions involving a pharmacist had greater scores than those without (P<0.001).ConclusionsRepeated mystery shopping visits with feedback were associated with improved pharmacy performance over time. Future work should focus on the role of non-pharmacist staff and design interventions accordingly.
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Jankal, Radoslav, and Miriam Jankalová. "MYSTERY SHOPPING − THE TOOL OF EMPLOYEE COMMUNICATION SKILLS EVALUATION." Business: Theory and Practice 12, no. 1 (March 10, 2011): 45–49. http://dx.doi.org/10.3846/btp.2011.05.
Mystery shopping is a tool often used for evaluation of providing services quality. It is also a tool, which enables to examine and evaluate communication skills of employees in order to identify their weakness and define the way of improvement. The reason is that their applied abilities are connected with customer´s total perception of providing services. National post operators must learn to listen to their customers through their employees. This process is crucial for the market environment – it enables to gain customer´s loyalty and trust. In order to ensure higher level of customer oriented behaviour between the employees, Slovak Post starts a pilot project called “Mystery Customer”. Main goal of the project is to analyze behavior of selected post office personnel towards the mystery customer. The paper also deals with the practical use of mystery shopping in conditions of Slovak Post.
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Allison, Pamela, Denver Severt, and Duncan Dickson. "A Conceptual Model for Mystery Shopping Motivations." Journal of Hospitality Marketing & Management 19, no. 6 (July 14, 2010): 629–57. http://dx.doi.org/10.1080/19368623.2010.493077.
Wach, Elmar P. "Mit „Mystery E-Shopping“ auf Qualität setzen." Sales Business 19, no. 11-12 (November 2010): 48–49. http://dx.doi.org/10.1007/bf03228432.
The aim of the paper is to render the usage possibilities overview of the marketing survey method called Mystery shopping in testing the service quality provided to customers. The outputs of the survey should provide the information about organizational process' weaknesses and qualities used in contact with the customer. Based on these findings, the entity is enabled to accept such steps as to improve the quality of the services provided.
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Valcha, Radim. "Mystery shopping." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-114246.
Theme of dissertation is use of marketing research Method Mystery shopping, at problem of testing quality of service, which are served up the clients at bank. General motivation for author, depending up claims of corporate management, is purchase of compacted look at work procedures by advisers, discovering of troubled points and koncept for upgrading for the future. At theoretic part, autor is intending about connecting strategic management and marketing. Then he digests basic processes, segmentation and methods of marketing research, forcefully at method of mystery shopping. At analytic part of dissertation, autor is using varied marketing analyses for presentment of compact eye at these company, which is needfully required for comparing with marketing research returns. In the mids of usable methods belongs especially SWOT analyse, Porter 5F model, PEST analyse and BCG analyse. Then author sketchs out basic marketing corporate strategy, depending up received returns. At project part, autor is specifies basic claims for marketing research at first, including assemblage of question blank and advetirsing schedule of several offices. By the help of verbal specification and pointwise rating is autor gaining compact view at proceedings by advisers with clients. At result, autor is charging with gains of method Mystery shopping for advisors activity at the time.
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Janoušková, Gabriela. "Mystery shopping jako nástroj řízení." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-193494.
The thesis deals with mystery shopping as an important instrument of management, through its application in the company BAŤA, a. s., specifically in the store BAŤA Praha - Letňany. The aim is to apply the mystery shopping, which checks and then evaluates the appearance and tidiness of store, conduct, behavior, appearance and neatness of staff and also the level of customer service and to find out if the technical factors of store and the way of employees behavior to regular customers in the store, may be the cause of lower sales compared with the same period in 2014. The aim is also to propose recommendations to streamline the management of staff to improve customer service and remove deficiencies of service and store, which provide another increase of sales, increase of customer satisfaction and customer loyalty. The thesis is divided into theoretical and practical part. The theoretical part explains the concepts of management and mystery shopping. This part also deals with the different levels of management, developmental concept of management, inclusion of MS within the management system, its usability, users and also the advantages and disadvantages of its use, its particular phases, techniques and, ultimately, as well as its efficiency and success. The practical part deals with the application of research methods in the form of mystery shopping on the company BAŤA, a. s. in all its phases. Based on the information that has been processed to evaluate results, was evaluated appearance and tidiness of store, personnel area and also these two areas have been evaluated overall. The practical part of the thesis includes also suggestions and recommendations for the company BAŤA, a. s.
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Schnyder, Philipp. "Mystery Shopping als Marktforschungsmethodik im Einzelhandel." St. Gallen, 2005. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/01653930001/$FILE/01653930001.pdf.
Homola, Martin. "Mystery shopping - srovnání Sephora vs. Douglas." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-85926.
A fight for customer is nowadays a typical sign of business. There is no doubt about an importance of a customer service. If a company doesn't dispose of quality in this point of view, a dissatisfied customer will use competitor's service in future. There is plenty of sellers, who don't master their roles. However, to measure the quality of service is difficult. One of methods that are used by a modern marketing, is mystery shopping. This instrument serves for an identification of imperfections in the process of service, where occurs a contact between the seller and the customer. It reveals a relief and a complete approach of staff to customers. Based on this there is a possibility to compare results with standards and norms of the company, but also with competitors, the market. Identification of the best and the worst parts is a possibility to improve the performance and the quality of service. A topic of my dissertation is usage of mystery shopping to compare the customer service in perfumeries Douglas and Sephora. The aim of the dissertation is to recommend steps concerning customer service to Douglas and Sephora based on results of mystery shopping. Partial aims are judging aspects as the importance of time of shopping, whether there is a difference between quality of customer service during week and on weekend, how much it's important if the customer is a man or a woman, or if the critical factor is customer's age. I will also try to prove that prices in common stores are noticeably higher than in e-shops.
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Löveström, Maria, and Magdalena Rolker. "Mystery Shopping : anonyma iakttagelser ur ett kundperspektiv." Thesis, Uppsala University, Department of Business Studies, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-8774.
Companies need to receive feedback in order to understand how they should adjust to shifting demands in the market. This study focuses on the Mystery Shopping process and the information it provides. Through qualitative interviews information was gathered which identifies Mystery Shopping as an approach where companies actively seek information with
the help of anonymous “shoppers”. This method is compared to other research methods in order to identify the characteristics of Mystery Shopping. The process contains several steps which are all crucial for the methods validity. If it is performed and handled correctly it can
give the company information on how it performs based on the shopper’s evaluation of the areas defined by the company.
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Киричок, В. В. "Управління процесом "Mystery Shopping" в мережі супермаркетів." Thesis, Київський національний універститет технологій та дизайну, 2019. https://er.knutd.edu.ua/handle/123456789/12763.
Біловодська, Олена Анатоліївна, Елена Анатольевна Беловодская, Olena Anatoliivna Bilovodska, and М. В. Пузікова. "Mystery Shopping як метод дослідження роздрібної мережі." Thesis, Видавництво СумДУ, 2010. http://essuir.sumdu.edu.ua/handle/123456789/14796.
Lehovcová, Jana. "Analýza bankovních služeb pomocí metody mystery shopping." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-1394.
Spojením oblastí marketingového výzkumu a analýzy spokojenosti klientů v bankovním sektoru vznikla práce se jménem "Analýza bankovních služeb pomocí metody mystery shopping". Práce je spojením teoretického úvodu a praktické části rozdělěné do dvou oblastí, jimiž jsou dotazování bankovních klientů a mystery shopping provedený na pobočkách bank. Cílem práce je zjistění míst nižší spokojenosti bankovních klientů a navrhnutí opatření vedoucích k zvýšení této spokojenosti.
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Klusáčková, Jana. "Mystery shopping a jeho využití ve farmacii." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-71895.
This diploma thesis deals with a research method that is called mystery shopping. The objective is to introduce of this method, its application in practice, interpretation of results and subsequent proposal of recommendations. Marketing research and the main parts of the research process are in diploma thesis defined. A conception mystery shopper, mystery story are also explained and phases of imaginary shopping are taken to part. The application part is realized through mystery shopping in 42 pharmacy in Prague. The study observes the four chain pharmacy Phramaland, Dr. Max, Lloyds a and Schlecker and focuses on their approach to potential customers and evaluation of quality sales. Recommendations for pharmacy are given according to the analysed results. The closure summarizes the important findings of the thesis.
Karlsson, Veronica Boxberg. Why we shall have mystery shopping!: The book about mystery shopping for employees. Vallentuna: Better Business Word Wide, 2008.
Kreutzer, Ralf T., and Simone Spiegels. "Insights in der Versicherungsbranche - Ergebnisse einer Mystery- Shopping-Studie." In Dialogmarketing Perspektiven 2010/2011, 195–215. Wiesbaden: Gabler, 2011. http://dx.doi.org/10.1007/978-3-8349-6593-6_10.
Voß, Stefan, Gonzalo Mejia, and Alexander Voß. "Mystery Shopping in Public Transport: The Case of Bus Station Design." In Lecture Notes in Computer Science, 527–42. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-60114-0_36.
Marshall, Pablo. "Combining Mystery Shopping and Customer Satisfaction Surveys in Small-Area Estimation." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World, 533. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_147.
Drees, Norbert, and Sören Schiller. "Mystery Shopping — Ein Instrument zur systematischen Optimierung von Kundenzufriedenheit im Dienstleistungsbereich." In Applied Marketing, 159–72. Berlin, Heidelberg: Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-642-18981-4_15.
Kocevar-Weidinger, Elizabeth, and Candice Benjes-Small. "Mystery Shopping Your Way to Improved Customer Service." In Quality and the Academic Library, 229–35. Elsevier, 2016. http://dx.doi.org/10.1016/b978-0-12-802105-7.00022-1.
"Analysis on the survey method of mystery shopping in hospitality management." In E-Commerce, E-Business and E-Service, 233–38. CRC Press, 2014. http://dx.doi.org/10.1201/b17084-45.
V., Rajesh. "The Changing Face of Shopper Behavior and E-Tailing." In Advances in E-Business Research, 168–82. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9921-2.ch009.
E-Tailing has captured the collective imagination of shoppers as also various entrepreneurs and of course the media. In spite of the extensive amount of material being written about E-Tailing, a comprehensive perspective is missing with regard to this sector. There is also some amount of mystery which shrouds E-Tailing because most of the operators are not profitable, notably the biggest of them all: Amazon. The chapter provides a 360 degree view about E-Tailing from a global context as also touches upon how this is influencing this sector in India. Starting from the basic premise of E-Tailing the chapter would also cover shopper behavior and the related key drivers for this business segment. It explores the various business models and their viability as also how technology impacts the shoppers and E-Tail to the extent that physical stores might no longer exist. E-Tail was based on the basic premise that this business would be more profitable than physical stores because of the savings on real estate cost as they need not open physical stores. In spite of the increasing penetration of the internet and smart phone usage, E-Tail is still in its evolution and the optimal business model is yet to be well established. The cost of fulfillment which refers to the cost required to deliver the products is turning out to be a challenge to manage and is negating the savings on real estate because of the absence of physical stores. This led to the market place model where in the E-Tailer does not hold any inventory and that is a saving for them as compared to the inventory led model where they would have to invest in the inventory. However, this has not been a major breakthrough as the investment on technology continues to be a major cost for any E-Tailer. In spite of these challenges E-Tail is considered to be the way forward largely because it is well placed to cater to some of the key shopper expectations such as - simplifying their life, value delivery, customization and speed. Although this business opportunity is aligned to some of the key customer expectations, the business model needs to be powerful as also viable and sustainable. It is in that context that any E-Tailer needs to adhere to the “Basic Retail Model” as also have a well defined revenue model. The changing dynamics of retail has led to the omni channel model where physical stores and online merge seamlessly to offer a comprehensive shopping experience. The need for this from a shopper's perspective is validated from the fact that many E-Tailers are now opening physical touch points for their customers. Clearly this is the way forward and stand alone online or offline retail might find the going tough if they do not embrace omni channel especially in the context of the changes that affect this sector such as Big Data and Analytics, Internet of things and Wearable devices, Virtual wallets and last but not the least 3D printing.
Conference papers on the topic "Mystery Shopping":
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Lončarić, Dina, Marina Perišić Prodan, and Dora Župan. "EXPLORING CATERING SERVICES QUALITY USING MYSTERY SHOPPING." In Tourism and hospitality industry. University of Rijeka, Faculty of Tourism and Hospitality Management, 2023. http://dx.doi.org/10.20867/thi.26.8.
Purpose – The purpose of this paper is to present mystery shopping as a method for evaluating the quality of catering services. Design/ Methodology/ Approach – The paper is based on desk and field research. A literature review and empirical research were conducted, including 72 catering facilities in the Republic of Croatia. The quality of restaurant, bar and hotel services was investigated. Mystery shoppers used a semi-structured form as a research instrument and evaluated the quality of services according to 36 criteria classified into seven categories. Findings – The research results are encouraging, although there is room for improvement in some categories. The categories Bill and farewell of the guest and Staff and service were rated the best. The worst ratings were given in the Location of the catering facility category. Mystery shoppers also gave 47 suggestions for improving the quality of services. Originality of the research – This research complements existing scientific research on mystery shopping in tourism and hospitality. It also has significant practical value because it clearly shows how, with relatively little effort, the service quality of a catering facility can be examined, and opportunities for improvement can be identified.
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Amudha, R., R. Nalini, R. Alamelu, K. Hemalatha, and M. Visvanaath. "Impact of Social Media Network in Experiential Mystery Shopping." In 2018 International conference on computation of power, energy, Information and Communication (ICCPEIC). IEEE, 2018. http://dx.doi.org/10.1109/iccpeic.2018.8525176.
Sambronska, Kristina. "MYSTERY SHOPPING - A TOOL FOR MEASURING THE SATISFACTION OF GUESTS IN ACCOMMODATION SERVICES." In 5th International Multidisciplinary Scientific Conferences on SOCIAL SCIENCES and ARTS SGEM2018. STEF92 Technology, 2018. http://dx.doi.org/10.5593/sgemsocial2018/1.3/s04.084.
Algi, Azizi, and Eduard Lukman. "Analysis of Mystery Shoppers Program as a Benchmark of Service Culture at Shopping Center qXq." In 4th Bandung Creative Movement International Conference on Creative Industries 2017 (4th BCM 2017). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/bcm-17.2018.10.
Rajković, Milica, Andre Popadić, and Nikola Milosavljević. "Quality Planning and Analysis: Identifying and Ranking Customer Needes Through Techiques: Mystery Shopping and Critical Incidents." In 32nd International Congress on Process Engineering. Union of Mechanical and Electrotechnical Enigeers and Technicans of Serbia (SMEITS), 2017. http://dx.doi.org/10.24094/ptk.019.32.1.347.
MacCarthy, Hannah, Bethany Colbrook, Hiran Kannan, and Rajul Patel. "P75 Mystery shopping service evaluation of access to sexual health clinics in the UK, presenting with symptoms of primary genital herpes." In BASHH 2022 Abstracts. BMJ Publishing Group Ltd, 2022. http://dx.doi.org/10.1136/sextrans-bashh-2022.120.
Dube, Oeindrila, Sendhil Mullainathan, and Devin Pope. A Note on the Level of Customer Support by State Governments: A Mystery-Shopping Approach. Cambridge, MA: National Bureau of Economic Research, July 2021. http://dx.doi.org/10.3386/w29055.
