developing a mystery shopping measure to operate a sustainable restaurant business: the power of integrating with corporate executive members’ feedback

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ID: 180553
2015
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Abstract
Mystery shopping has been used to objectively measure whether employees follow the visions of a company’s quality service standards. It then creates a feedback loop that allows companies to train their employees to consistently deliver quality services. The main purposes of this project are aimed at examining (1) the overall benefits of mystery shopper projects in the hospitality business through literature reviews; and (2) the importance of how a company can work with an outside agency (consultant, academic institution, etc.) to develop a mystery shopping program that can enhance and complement ongoing service quality programs. A casual steakhouse restaurant in the Eastern U.S. was selected as our pilot project. The basic concept of using secret shoppers is to have individuals experience real-time and onsite quality of services and record how the mystery shoppers felt about the quality of services and if the employees met or exceeded the company’s standards. For this reason, the authors believe that mystery shopping, especially in hospitality, is an important means of developing and maintaining a sustainable business. While the sustainability of a business is largely dependent upon “people, profits and planet” in the hospitality industry, it is also dependent upon meeting service standards and developing a feedback loop. Mystery shopping programs have demonstrated their ability to contribute to organizations in this regard.
Reference Key
chen2015sustainabilitydeveloping Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors ;Rachel J. C. Chen;Clayton W. Barrows
Journal journal of physics: conference series
Year 2015
DOI
10.3390/su70912279
URL
http://www.mdpi.com/2071-1050/7/9/12279
Keywords
service quality

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