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Mystery Shopping in Lodging Properties as a Measurement of Service Quality
5 references·3 citing·38 second hop
Mystery Shopping in Lodging Properties as a Measurement of Service Quality (2003)Mystery Shopping in Lodging Properties as…Unmasking a phantom: a psychometric assessment of mystery shopping22Some work on this paper was carried out while the first author was Visiting Professor, Institute of Marketing, Norwegian School of Economics and Business Administration and the second author was a doctoral candidate at University of Alberta. Order of authorship is alphabetical. (1999)Unmasking a phantom: a psycho…The Use of Mystery Shopping in the Measurement of Service Delivery (1998)The Use of Mystery Shopping i…The role of mystery shopping in the measurement of service performance (1998)The role of mystery shopping …Mystery shopping programmes and human resource management (1998)Mystery shopping programmes a…Observational Data Collection Methods for Services Marketing: An Overview (1992)Observational Data Collection…Effective restaurant rating scale development and a mystery shopper evaluation approach (2014)Effective restaurant rating s…Customer Experiences with Economy Hotels in China: Evidence from Mystery Guests (2013)Customer Experiences with Eco…AN ANALYSIS OF CORPORATE E‐MAIL COMMUNICATION AS PART OF AIRLINES' SERVICE RECOVERY STRATEGY (2009)AN ANALYSIS OF CORPORATE E‐MA…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Scale modification: alternative approaches and their consequences (2004)Critical review of the e-loyalty literature: a purchase-centred framework (2012)How Collective Engagement Creates Competitive Advantage for Organizations: A Business‐Level Model of Shared Vision, Competitive Intensity, and Service Performance (2019)Five imperatives for improving service quality (1991)It's a mystery (2005)Evaluating Teaching Quality (2006)THE PATH TO QUALITY TEACHING IN HIGHER EDUCATION (2008)Managing the Total Customer Experience (2002)Agenda for Co-Creation Tourism Experience Research (2009)Welcome to the experience economy (2019)Customer experience management in capsule hotels: a content analysis of guest online review (2023)Quality counts in services, too (1985)The service-quality puzzle (1988)A critical evaluation of peer review via teaching observation within higher education (2005)Mystery shopping: A tool to develop insight into customer service provision (2005)Participant Observation: A Methodology for Human Studies (1990)Management research: An introduction (1992)The balanced scorecard : measures that drive performance (1992)Mystery shopping: Using deception to measure service performance (2001)Consumer vulnerability during mobility service interactions: causes, forms and coping (2019)Coefficient Alpha and the Internal Structure of Tests (1951)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Beyond the shadow of a doubt: The effect of consumer knowledge on restaurant evaluation (2018)“How was your meal?” Examining customer experience using Google maps reviews (2020)Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust (2021)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Business Travelers’ Intention to Purchase: The Application of Technology Acceptance Model (TAM) (2016)The influence of customer race on perceived discrimination, anger and coping strategies following subtle degradation of restaurant service (2021)Examining the influence of linguistic characteristics of online managerial response on return customers’ change in satisfaction with hotels (2022)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Qualitative Data Analysis: A Sourcebook of New Methods (1986)Romancing the past: Heritage visiting and the nostalgic consumer (2001)From prisoners to apostles: a typology of repeat buyers and loyal customers in service businesses (2002)
this work references cited by second hop

References

  • 1992Observational Data Collection Methods for Services Marketing: An Overview137 cited
  • 1999Unmasking a phantom: a psychometric assessment of mystery shopping22Some work on this paper was carried out while the first author was Visiting Professor, Institute of Marketing, Norwegian School of Economics and Business Administration and the second author was a doctoral candidate at University of Alberta. Order of authorship is alphabetical.132 cited
  • 1998The role of mystery shopping in the measurement of service performance132 cited
  • 1998The Use of Mystery Shopping in the Measurement of Service Delivery117 cited
  • 1998Mystery shopping programmes and human resource management67 cited

Cited by

  • 2014Effective restaurant rating scale development and a mystery shopper evaluation approach44 cited
  • 2009AN ANALYSIS OF CORPORATE E‐MAIL COMMUNICATION AS PART OF AIRLINES' SERVICE RECOVERY STRATEGY43 cited
  • 2013Customer Experiences with Economy Hotels in China: Evidence from Mystery Guests35 cited

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