Organizations in all industries have discovered the importance of understanding customer needs and meeting or exceeding those needs through superior customer service. The hospitality industry, as the predominant service industry, has a particular responsibility to maintain high levels of customer satisfaction. An evaluation tool which all allows organizations to see their performance from the customer's perspective is mystery shopping. This project explores the systematic development and implementation of a mystery shopping program which is based on operational objectives and points to training needs in an economy motel group. While almost always a useful evaluation tool, the power of mystery shopping, as demonstrated by this project, lies in the use of results to determine training needs. It is critical that mystery shopping programs be weighted based on operational objectives and results be analyzed and applied to the systematic development of training objectives.
Library of Congress Subject Headings
Motel management; Consumer satisfaction--Evaluation; Customer services--Evaluation
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Schultz, Robyn L., "Mystery shopping as a service quality improvement tool: Developing a comprehensive program for an economy motel chain" (1997). Thesis. Rochester Institute of Technology. Accessed from
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