神秘购物在服务交付测量中的应用

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1998-08-01 DOI:10.1080/02642069800000037

Alan I. Wilson

引用次数: 118

摘要

本文旨在通过报告一项探索性研究计划来扩展这一文献，该计划研究了神秘购物在多个服务部门的服务交付过程的测量和管理中的作用

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The use of mystery shopping in the measurement of service delivery

This paper aims to extend this literature by reporting on a programme of exploratory research which examines the role of mystery shopping in the measurement and management of the service delivery process across a number of service sectors

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

期刊介绍： The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights. We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.