Węglarz, RobertMorawski, Mieczysław2019-03-042019-03-042016Business 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. 139-151978-83-65196-34-7http://hdl.handle.net/11199/10488The 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.enopen accessAttribution-NonCommercial-NoDerivs 3.0 Polandauditcompetitionmystery shopperservice qualityhospitalityservice provision processhotel staffbookPart