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Mystery shoppers: an evaluation of their use in monitoring performance
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Mystery shoppers: an evaluation of their use in monitoring performance (2015)Mystery shoppers: an evaluation of their …Mystery Shopping: An Innovative Method for Observing Interactions With Scientists During Public Science Events (2015)Mystery Shopping: An Innovati…It's a mystery (2005)It's a mysteryMystery Shopper Benchmarking of Durable-Goods Chains and Stores (2001)Mystery Shopper Benchmarking …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…Doing Qualitative Research: A Practical Handbook (1999)Doing Qualitative Research: A…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…The service-quality puzzle (1988)The service-quality puzzleSERVQUAL: 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)Learning science in informal environments : people, places, and pursuits (2009)Learning Science in Informal Environments: People, Places, and Pursuits (2009)What's next for science communication? Promising directions and lingering distractions (2009)Do Mystery Shoppers Really Predict Customer Satisfaction and Sales Performance? (2019)Science festivals and the cultivation of science capital: a retrospective study of science capital (2021)Do or Die? The Effects of COVID-19 on Channel Integration and Digital Transformation of Large Clothing and Apparel Retailers in Spain (2022)Listening to the Customer -The Concept of a Service-Quality Information System (1997)Marketing Research Within a Changing Information Environment (2003)Vocabulary recycling in children’s authentic reading materials: A corpus-based investigation of narrow reading (2008)Customer Experiences with Economy Hotels in China: Evidence from Mystery Guests (2013)Five imperatives for improving service quality (1991)Mystery Shopping in Lodging Properties as a Measurement of Service Quality (2003)Evaluating Teaching Quality (2006)THE PATH TO QUALITY TEACHING IN HIGHER EDUCATION (2008)The Dependability of Behavioral Measurements: Theory of Generalizability for Scores and Profiles (1974)Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Ignorant advice – customer advisory service for ethical investment funds (2006)Effective restaurant rating scale development and a mystery shopper evaluation approach (2014)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Defining and Measuring the Quality of Customer Service (1990)The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations (2000)Service quality and customer loyalty perspectives on two levels of retail relationships (2003)Quality counts in services, too (1985)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)Qualitative Data Analysis: A Sourcebook of New Methods (1986)Romancing the past: Heritage visiting and the nostalgic consumer (2001)Customer Engagement: A Systematic Review and Future Research Priorities (2020)Strategies for ensuring trustworthiness in qualitative research projects (2004)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)Using thematic analysis in psychology (2006)
this work references cited by second hop

References

  • 1999Doing Qualitative Research: A Practical Handbook5,958 cited
  • 1988The service-quality puzzle550 cited
  • 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
  • 2001Mystery Shopper Benchmarking of Durable-Goods Chains and Stores79 cited
  • 1998Mystery shopping programmes and human resource management67 cited
  • 2005It's a mystery43 cited
  • 2015Mystery Shopping: An Innovative Method for Observing Interactions With Scientists During Public Science Events15 cited

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