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Ing. Stanislav Balvas

Master's thesis

Mystery Shopping - comparison of case studies

Mystery Shopping - comparison of case studies
Abstract:
Abstrakt BALVAS Stanislav, Mystery Shopping - porovnání případových studií. [Diplomová práce]. Vysoká škola hotelová v Prahe 8, spol. s.r.o., Praha: 2019. 72 strán. Moderní konkurence je motorem pokroku ve všech odvětvích po celém světě. To platí i pro odvětví pohostinství. Hlavním cílem výzkumu bylo zjistit, podle jakých kritérií se dosahuje kompetence tajemných nakupujících, jak se kontroluje a zůstává …more
Abstract:
Abstract BALVAS Stanislav, Mystery Shopping - comparison of case studies [Master’s thesis]. The Institute of the Hospitality Management. Prague 2019. 72 pages. Modern competition is the engine of progress for all the industries worldwide. This also applies to the hospitality industry. The main goal of the research was to find out according to what criteria the competence of mystery shoppers is achieved …more
 

Keywords

mystery shopping MSPA evaluation of service quality data collection professional standards control work sheet data benchmarking Emotional Intelligence motivation crowding deviation.
 
Language used: English
Date on which the thesis was submitted / produced: 1. 4. 2019
Identifier: https://is.vsh.cz/th/jcd2u/

Thesis defence

  • Date of defence: 10. 6. 2019
  • Supervisor: doc. RNDr. Zdena Lustigová, CSc.
  • Reader: Ing. Štěpán Chalupa

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