The Mystery Shopper Technique as a way of improving hotel gastronomy services
The problems connected with the issue of service quality is an important aspect in the service industry, however it is difficult to measure. It may be quite difficult to estimate it unequivocally and objectively due to the fact that each service includes more or fewer materi-al elements. It is impos...
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Printing House The Managers of Quality and Production Association
2015-04-01
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Online Access: | http://www.qpij.pl/en/attachment/id/358 |
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doaj-242e3f992a6f4a6da58cb98078a6def62020-11-25T01:39:49ZengPrinting House The Managers of Quality and Production AssociationProduction Engineering Archives2353-51562353-77792015-04-017/2(2015)2024The Mystery Shopper Technique as a way of improving hotel gastronomy servicesEwa Wszendybył-Skulska0Jagiellonian UniversityThe problems connected with the issue of service quality is an important aspect in the service industry, however it is difficult to measure. It may be quite difficult to estimate it unequivocally and objectively due to the fact that each service includes more or fewer materi-al elements. It is impossible to improve something that has not been measured and estimated before and one does not know whether it fulfils the requirements. Hotel gastronomy services are a kind of service that are partly materialized which makes the quality estimation easier. Nevertheless, one ought to remember that they are also shaped by non-material elements that influence the final quality estimation which seems to be problematic. The so-called Mystery Shopper Technique as a way of improving the quality of hotel gastronomy services is pre-sented in the article.http://www.qpij.pl/en/attachment/id/358qualitygastronomy servicesmystery shopper |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Ewa Wszendybył-Skulska |
spellingShingle |
Ewa Wszendybył-Skulska The Mystery Shopper Technique as a way of improving hotel gastronomy services Production Engineering Archives quality gastronomy services mystery shopper |
author_facet |
Ewa Wszendybył-Skulska |
author_sort |
Ewa Wszendybył-Skulska |
title |
The Mystery Shopper Technique as a way of improving hotel gastronomy services |
title_short |
The Mystery Shopper Technique as a way of improving hotel gastronomy services |
title_full |
The Mystery Shopper Technique as a way of improving hotel gastronomy services |
title_fullStr |
The Mystery Shopper Technique as a way of improving hotel gastronomy services |
title_full_unstemmed |
The Mystery Shopper Technique as a way of improving hotel gastronomy services |
title_sort |
mystery shopper technique as a way of improving hotel gastronomy services |
publisher |
Printing House The Managers of Quality and Production Association |
series |
Production Engineering Archives |
issn |
2353-5156 2353-7779 |
publishDate |
2015-04-01 |
description |
The problems connected with the issue of service quality is an important aspect in the service industry, however it is difficult to measure. It may be quite difficult to estimate it unequivocally and objectively due to the fact that each service includes more or fewer materi-al elements. It is impossible to improve something that has not been measured and estimated before and one does not know whether it fulfils the requirements. Hotel gastronomy services are a kind of service that are partly materialized which makes the quality estimation easier. Nevertheless, one ought to remember that they are also shaped by non-material elements that influence the final quality estimation which seems to be problematic. The so-called Mystery Shopper Technique as a way of improving the quality of hotel gastronomy services is pre-sented in the article. |
topic |
quality gastronomy services mystery shopper |
url |
http://www.qpij.pl/en/attachment/id/358 |
work_keys_str_mv |
AT ewawszendybyłskulska themysteryshoppertechniqueasawayofimprovinghotelgastronomyservices AT ewawszendybyłskulska mysteryshoppertechniqueasawayofimprovinghotelgastronomyservices |
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1725048920668635136 |