| Tekijä: | Finn, A. Kayandé, U. |
| Otsikko: | Unmasking a phantom: a psychometric assessment of mystery shopping. |
| Lehti: | Journal of Retailing
1999 : SUM, VOL. 75:2, p. 195-217 |
| Asiasana: | Consumer satisfaction Customers Retailing Shopping Benchmarking |
| Kieli: | eng |
| Tiivistelmä: | The authors design a study to compare the use of mystery shopping and a traditional customer survey when collecting data to assess the service quality of competitive stores. They evaluate the psychometric performance of a set of secondary mystery shopping data collected to evaluate and benchmark the performance of branches of a retail network, and finally examine whether mystery shopping data collected to scale the more objective store environment are more reliable than data for service quality. |
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