Mystery shopping programmes and human resource management
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 February 1998
Abstract
Mystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a sequence of related steps closely linked to human resource management and employee involvement. The process begins with setting the objectives of the programme and ends with rewarding behaviour and implementing change. Employee participation is seen as paramount to the success of the programme in all stages of its development. This involvement avoids shoppers being seen as spies by employees. Employees need to know what points they will be evaluated on and the expected company standards of performance. The results of shopping programmes should be used to provide diagnostic information on service delivery rather than as performance appraisals of individual employees.
Keywords
Citation
Erstad, M. (1998), "Mystery shopping programmes and human resource management", International Journal of Contemporary Hospitality Management, Vol. 10 No. 1, pp. 34-38. https://doi.org/10.1108/09596119810199318
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited