"Mystery Shopper” in Analysing Service Quality Level and Service Provision Processes in the Hotel Industry in Poland
Ładowanie...
Data
2016
Autorzy
Tytuł czasopisma
ISSN czasopisma
Tytuł tomu
Wydawca
Wyższa Szkoła Biznesu - National-Louis University and Foundation for the Dissemination of Knowledge and Science “Cognitione”
Abstrakt
The article presents the usefulness of an audit Mystery Shopper tool in analyzing the level of hospitality service quality in the hotel industry. The authors also demonstrate the validity and need to verify the quality of service processes using the aforementioned tools in the context of increasing competition, escalating customer expectations and challenges of the job market. The article also describes the results of conducted studies using an audit method, which emphasizes its importance and credibility as the tool for measuring service quality.
Opis
Słowa kluczowe
audit, competition, mystery shopper, service quality, hospitality, service provision process, hotel staff
Cytowanie
Business and non-profit organizations facing increased competition and growing customers' demands : volume 15 : proceedings of the 15th Conference: MMC Brainville, Nowy Sącz, Poland, 20-21 June 2016. Ed. by A. Nalepka, A. Ujwary-Gil. Nowy Sącz : WSB-NLU ; Nowy Targ : Foundation for the Dissemination of Knowledge and Science “Cognitione”, 2016. - S. 139-151