search query: @freeterm deception / total: 13
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| Author: | Wilson, A. M. |
| Title: | Mystery shopping: using deception to measure service performance |
| Journal: | Psychology & Marketing
2001 : JUL, VOL. 18:7, p. 721-734 |
| Index terms: | PERFORMANCE APPRAISAL SERVICE QUALITY |
| Freeterms: | DECEPTION MYSTERY SHOPPING |
| Language: | eng |
| Abstract: | This article reports on a program of exploratory research aimed at examining the practice of mystery shopping in service organizations. Mystery shopping, a form of participant observation, uses researchers to deceive customer service personnel into believing that they are serving real customers or potential customers. The research focused on the views of senior managers responsible for commissioning mystery shopping research and directors of market research agencies responsible for the provision of such research. |
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