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Bc. Markéta Zahradníčková

Master's thesis

Zvyšování kvality služeb s využitím metody "Mystery shopping"

Increasing service quality using the Mystery Shopping method
Abstract:
Cílem diplomové práce je definovat přínosy Mystery shoppingu a upozornit na omezení. Metoda je popsána teoreticky, tyto poznatky jsou využity v praktické aplikaci ve dvou po sobě jdoucích vlnách. Výsledkem je zvýšení kvality zákaznického servisu, což potvrzuje úspěšnost metody.
Abstract:
The aim of my dissertation is to define the benefits of Mystery Shopping and to point out its limits. The method is described theoretically, these observations are used in practical application in two consecutive waves. The result is the increasing costumers service quality, which proves the effectiveness of the method.
 

Keywords

Mystery shopping mystery shopper zadavatel
 
Language used: Czech
Date on which the thesis was submitted / produced: 18. 4. 2011
Identifier: https://is.sting.cz/th/cix0b/

Thesis defence

  • Date of defence: 25. 5. 2011
  • Supervisor: JUDr. Tomáš Langer
  • Reader: doc. Ing. Josef Dobřický, CSc.

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Master programme / field:
Economy and Management / Business Economy and Management

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