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Maria Bykova

Bachelor's thesis

Mystery Shopping - An efficient tool of quality assurance in the hospitality industry

Mystery Shopping - An efficient tool of quality assurance in the hospitality industry
Abstract:
Mystery shopping as a tool of quality assurance increased in popularity over the last years and in the hospitality industry this practice is getting more and more used. The aim of the bachelor dissertation is to analyze Mystery Shopping method itself and find out its effectiveness in hospitality industry on practice. The first part is introduction of the theory of marketing research and Mystery Shopping …more
Abstract:
Mystery shopping as a tool of quality assurance increased in popularity over the last years and in the hospitality industry this practice is getting more and more used. The aim of the bachelor dissertation is to analyze Mystery Shopping method itself and find out its effectiveness in hospitality industry on practice. The first part is introduction of the theory of marketing research and Mystery Shopping …more
 

Keywords

\hospitality industry \quality assurance \mystery shopping \mystery guest \coffee house
 
Language used: English
Date on which the thesis was submitted / produced: 17. 5. 2017
Identifier: http://is.vsh.cz/th/13906/vsh_b/

Thesis defence

  • Date of defence: 6. 6. 2017
  • Supervisor: doc. RNDr. Zdena Lustigová, CSc.
  • Reader: PhDr. Marek Merhaut, Ph.D.

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