Mystery Shopping a Tool for Sales Processes Evaluation in the Hospitality Facilities

Abstract

Mystery shopping can be characterized as a marketing method used for anonymous and objective evaluation of the quality of provided services. The method helps the owner of the company, where the mystery shopping is applied, to gain better images of processes in the company, information about employee behavior towards customers, quality of provided services, environment, atmosphere, etc. It is realized by mystery shoppers who give the owner the information about used services gained by secret purchases. The aim of the paper is to examine the use of the mystery shopping method as a tool for evaluating the sales process in hospitality facilities. We research the use of mystery shopping from two points of view. On one hand, based on the structured interviews with managers of mystery shopping agencies and, on the other hand, based on structured interviews with managers of hospitality facilities that use mystery shopping method. All researched companies agreed on the statement that mystery shopping is very good primary impulse for changes in the company but ction devoted work of the management and all its employees is necessary.

Exploring Catering Services Quality Using Mystery Shopping

“…It was applied in primary research in the hospitality industry and tourism as a research method. For example, Sebova et al (2021) examined the mystery shopping method's use to evaluate the sales process in hospitality facilities. Adel Rady (2019) evaluated the advantages of the mystery shopper to measure staff performance and assess staff's communication skills in travel agencies.…”