The role of mystery shopping in the measurement of service performance

Managing Service Quality: An International Journal

Volumn 8, Issue 6, 1998, Pages 414-420

  Wilson, Alan M ^a  

^a UNIVERSITY OF STRATHCLYDE   (United Kingdom)

Author keywords

Measurement; Methodology; Service quality; United Kingdom

Indexed keywords

EID: 84986161434     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529810235123     Document Type: Article

References (10)

1. Bateson, J.E.G. (1992), Managing Services Marketing, 2nd ed., Dryden Press, Orlando, FL.
2. Berry, L.L. Parasuraman, A. and Zeithaml, V. (1988), “The service-quality puzzle”, Business Horizons, September/October, pp. 35-43.
3. Berry, L.L., Zeithaml, V. and Parasuraman, A. (1985), “Quality counts in services too”, Business Horizons, May-June, pp. 44-52.
4. Dawson, J. and Hillier, J. (1995), “Competitor mystery shopping: methodological considerations and implications for the MRS Code of Conduct”, Journal of the Market Research Society, Vol. 37 No. 4, pp. 417-27.
5. Grönroos, C. (1981), “Internal marketing - an integral part of marketing theory”, in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL.
6. Grönroos, C. (1983), “Innovative marketing strategies and organisation structures for service firms”, in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives in Services Marketing, American Marketing Association, Chicago, IL.
7. Johnston, R. (1988), “Service industries: improving competitive performance”, Service Industries Journal, Vol. 8. No. 2, pp. 202-11.
8. Lovelock, C.H. (1988), Managing Services, Prentice-Hall, Englewood Cliffs, NJ.
9. Market Research Society (1994), MRS Code of Conduct, Market Research Society, London.
10. Miles, L. (1993), “Rise of the mystery shopper”, Marketing, 29 July, pp. 19-20