Abstract:Purpose – The purpose of this paper is to present mystery shopping as a method for evaluating the quality of catering services. Design/ Methodology/ Approach – The paper is based on desk and field research. A literature review and empirical research were conducted, including 72 catering facilities in the Republic of Croatia. The quality of restaurant, bar and hotel services was investigated. Mystery shoppers used a semi-structured form as a research instrument and evaluated the quality of services according to… Show more
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