Subject Index
 

This article describes and discusses the benefits of mystery shopping. These include improvement in customer service, greater staff engagement and, therefore, retention. Ideally, it should inspire sta ...

This paper highlights the specific benefits and insights gained from the research efforts between Burke, Inc. and Olympus America. Covering a handful of different projects and countless business objec ...

This paper looks at London Underground's use of mystery shopping as an input to investment decisions relating to the improvement of the travel environment. The paper starts by briefly reviewing the li ...

Mystery shopping has been around for over a decade, but has only recently risen to real prominence. This paper examines the reasons for the growth of mystery shopping in the United Kingdom. It describ ...

Mystery customer research is a technique of quality assessment in the retail sector (where it is called mystery shopping) and also in the service sector. It is growing rapidly in popularity, but resea ...

The study presented here examines the views of the client perspectives on competitor mystery shopping in the light of the increased use of this technique in the research industry. Acceptable levels (l ...

Once a poor relation of 'real' research, the mystery shopper is now a professional assessor, and a key element in important new research techniques for identifying the realities of customer service, e ...

A case history read at the AMSO Annual Conference, 1993. It describes how the Royal Bank of Scotland, following a radical change in objectives and strategy, set up and benefited from a more subtle res ...

The authors suggest that in evaluating alternative equidistant trip chains (combining multiple destinations in a single outing), consumers will choose trips where destinations are more clustered thoug ...