"Mystery Shopper” in Analysing Service Quality Level and Service Provision Processes in the Hotel Industry in Poland

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dc.contributor.authorWęglarz, Robert
dc.contributor.authorMorawski, Mieczysław
dc.date.accessioned2019-03-04T10:35:59Z
dc.date.available2019-03-04T10:35:59Z
dc.date.issued2016
dc.description.abstractThe 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.pl
dc.identifier.citationBusiness 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. 139-151pl
dc.identifier.isbn978-83-65196-34-7
dc.identifier.urihttp://hdl.handle.net/11199/10488
dc.language.isoenpl
dc.publisherWyższa Szkoła Biznesu - National-Louis University and Foundation for the Dissemination of Knowledge and Science “Cognitione”pl
dc.rightsopen accesspl
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 Poland*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/pl/*
dc.subjectauditpl
dc.subjectcompetitionpl
dc.subjectmystery shopperpl
dc.subjectservice qualitypl
dc.subjecthospitalitypl
dc.subjectservice provision processpl
dc.subjecthotel staffpl
dc.title"Mystery Shopper” in Analysing Service Quality Level and Service Provision Processes in the Hotel Industry in Polandpl
dc.typebookPartpl

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