Application of “mystery shopping” method for the research of services quality in the territorial self-government units Cover Image

Zastosowanie metody „tajemniczy klient” do badań jakości obsługi w jednostkach samorządu terytorialnego
Application of “mystery shopping” method for the research of services quality in the territorial self-government units

Author(s): Agnieszka Smalec
Subject(s): Economy
Published by: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Keywords: mystery shopper; customer service; services; self-government

Summary/Abstract: The territorial self-government units pay growing importance to the research of services quality. To maintain constantly a high level of services, a control of this process is necessary. The “mystery shopping” research method enables finding the answer to questions about the cause of dissatisfaction and objections from customers. The paper has a general review character and the author’s intention is to stimulate a discussion on presented issues. The paper also shows some results of research conducted in selected self-governments offices. The main purpose of the paper is an indication of a growing role of “mystery shopping” research method among self-governments.

  • Issue Year: 2014
  • Issue No: 337
  • Page Range: 239-248
  • Page Count: 10
  • Language: Polish